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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Webex Calling Native CDR Reporting: Key Features, Use Cases, and Limitations Compared to ISI Analytics
As organizations continue shifting to cloud calling platforms like Cisco Webex Calling, the need for reliable call detail record (CDR) reporting becomes increasingly critical. While Webex Calling provides native CDR capabilities, many businesses quickly discover gaps in functionality, usability, and long-term analytics that can hinder operational insight. This article breaks down Webex Calling’s native
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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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Join ISI Analytics at Cisco Live 2025: Unlocking Call Center Insights with Queue Analytics for Webex Calling
We are excited to announce that ISI Analytics will be a proud sponsor of the Collaboration Village at Cisco Live 2025, happening from June 8-12 in San Diego. Cisco Live is the ultimate event for IT professionals and industry leaders to gather, learn, and explore the latest advancements in technology. As part of
Read MoreUnlock Advanced Reporting and Dashboard Insights Beyond Your Existing Calling Platform’s Reporting Tools
Boost operational efficiency, enhance employee productivity, and elevate customer experience with robust analytics, customized reporting, and advanced features that go beyond native UC analytics.
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How ISI Analytics Revolutionized Cisco UCM & Webex Call Queue Reporting for a Major State Agency
Background A large US State Department of Information Technology (DoIT) supports the telephony needs of hundreds of agencies across the state. Each agency requires detailed audit reporting for interactions between constituents and state employees. To manage this, the DoIT relies on a robust analytics and reporting solution integrated with their existing ServiceNow platform. As they
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The Hidden Challenges of Webex Reporting for Calling Queues
When organizations consider migrating to a cloud-based unified communications (UC) solution like Webex, they are often drawn to the amazing features that are truly transforming how teams collaborate. However, Webex doesn’t always offer all the features that an organization might need when it comes to analytics. While Contact Center solutions provide comprehensive analytics, they can
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ISI Invited to Cisco Live 2024 Collaboration Village
Cisco Live 2024 Returns to Mandalay Bay in Las Vegas, June 2-6 Cisco Live, the premier event for technological education, inspiration, and community, is set to reconvene at the Mandalay Bay Convention Center in Las Vegas from June 2 to June 6, 2024. Once again, ISI is honored to participate in the Collaboration Village, showcasing
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ISI Sponsoring WebexOne 2023!
ISI is excited to be sponsoring WebexOne, live from Anaheim, CA and virtual, October 24-26, 2023!
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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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