Shadow UC Analytics

Shadow UC Analytics

Shadow UC Analytics is a communication management system which delivers a 360 degree view of Microsoft unified communications usage and associated costs. Trends in the usage of voice, video, IM, conferences, file transfers and application sharing can be proactively studied to highlight user adoption, performance metrics and potential cost savings. Administrators can proactively monitor, measure and manage the health of their collaboration ecosystem, accelerate their digital transformation and empower productivity.

User Interface & Dashboards
Analyze important metrics with near real-time views of Unified Communication usage with various dashboards that highlight User Adoption, Employee Productivity, Call Quality and Cost information. Enjoy the flexibility of a user experience the way you want it, customise the position of dashboards and what information is displayed. Filters can be applied to ensure that only relevant information is displayed. Click through reporting produces detailed reports directly from the dashboard user interface.

Real Time Activity
The success of most organizations is directly related to their ability to respond to the needs of their customers in a professional and timely manner. A well oiled communication ecosystem and trained personnel are key ingredients in reduced operating costs and greater customer satisfaction. Shadow UC Analytics modules interpret and present live activity wall boards and supporting reports for Microsoft UC Response Groups (Lync / Skype for Business). It is a cost effective alternative to full contact centre software to proactively monitor and view Response Groups activity in real time. It offers clear visibility of agent performance driving productivity gains and enabling smart management of resources.

Benefits of Shadow All-In-One Analytics

• Curb misuse and abuse, helping to lower costs and reduce erroneous or fradulent network usage.
• Highlight detrimental quality of service, allowing for network adjustments that can result in more efficient communications and lower network infrastructure costs.
• Reconcile telecom expenses, enabling administrators to leverage tariff plan negotiations and discover billing errors that may result in cost savings.
• Monitor agents in real-time, enabling administrators to highlight bottlenecks and overflows as well as track response times, which can result in a more dynamic and effective communication ecosystem.
• Meet compliancy standards using archived or historical communication data for forensic analysis or litigation discovery.

  Modules include: You can manage your entire collaboration ecosystem with modules for response groups, call recording, number management, device management, chat, video and call accounting.