From Reporting to Operational Intelligence: Introducing the Queue Performance Index (QPI)
At Cisco Live 2026 in Las Vegas, our CEO Jason Forehand took the stage to share where we believe queue analytics is heading — and to introduce a concept we think changes how operations teams manage customer experience: the Queue Performance Index, or QPI. For years, ISI Analytics has helped organizations understand what happens
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From Call Entry to Resolution: Why Cradle-to-Grave Visibility Changes Everything for MS Teams & Webex
If you manage call queues in Microsoft Teams or Webex, you probably know how a call starts. What’s harder to see—yet far more important—is what happens next. How many times was it transferred? Did it bounce between queues? Was it forwarded externally? Was it ultimately answered, abandoned, or redirected? For many organizations, that full
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3 Ways Enhanced CDR Reporting Helps Hospitals Reduce Readmissions & Avoid Millions in Fines
Calls are a critical part of every patient’s journey. From discharge planning and follow-up to chronic care management and pharmacy outreach, patient calls often determine whether people stay on track—or bounce back into the hospital. At the same time, hospitals continue to face financial pressure from Medicare readmission-related penalties and other value-based purchasing programs. Even
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No Sleeping on Innovation: Healthcare Sleep Center Chooses ISI for Teams Queue Analytics
A specialized healthcare facility focused on sleep-related treatments recently selected ISI Analytics to modernize its patient communications. By leveraging MS Teams Queue Analytics, the organization gained deeper visibility into call flows, improved responsiveness, and streamlined coordination across its care team — all without compromising patient experience.
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Webex Calling Customer Assist: Key Features, Use Cases and Reporting Limitations
As customer expectations continue to evolve, businesses are turning to agile and cloud-based solutions to modernize their communications and support operations. Cisco recently rebranded its Webex Customer Experience Essentials offering as Webex Calling Customer Assist, expanding its functionality with AI-powered features and streamlining its value for modern contact centers. In this article, we will
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What are Call Queues from Microsoft Teams, Webex and Cisco Call Manager?
How to use Call Queuing to Unlock Cost Savings and Improve CX
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Complete Caller Journey Visibility for Multiplatform UC Environments Coming Soon
Today’s UC environments are complex, with enterprises using a variety of calling platforms. There’s probably some legacy calling platforms implemented in the past that might still serve their purpose. You may have inherited different calling platforms during a merger or acquisition giving rise to some integration challenges. You may have different departments or teams within
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ConvergeOne Selects ISI as its Preferred CDR Reporting & Cost Allocation Service Provider
ConvergeOne, the premier IP-enabled, solutions-led, customer experience company, recently selected ISI as its preferred CDR reporting and cost allocation service provider. ISI’s Infortel Select gives ConvergeOne Cloud Experience (C1CX) customers enhanced operational reporting and cost analytics, which aligns with ConvergeOne’s mission to enable great customer and employee experiences. “We are excited to partner with ISI
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Hybrid Calling Environments Require Robust Reporting & Analytic Tools
ISI Delivers… One Reporting & Analytics Platform capturing caller journey across multiple Cisco Platforms such as Cisco UCM, WebEx, CUBE, SME and UCCX Cisco Live! 2023 was an amazing event! We announced our Cisco Multiplatform End-to-End Caller Journey Analytics Solution. We were able to get some helpful feedback on our upgraded portal user experience
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Enterprise Connect 2023 Recap
From Webex updates to MS Teams 2.0 We’re Highlighting Enterprise Connect Innovations and Announcements. Enterprise Connect 2023 is in the books, and the ISI team was there in the Expo Hall, where we met and chatted with many customers, partners, and industry professionals. AI dominated the conversation at EC2023 this year, but additional and related
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