Category: Case Studies

Statewide Transformation: How ISI Analytics Revolutionized Cisco UCM and 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

Case Study: Retail Chain Implements ISI Queue Analytics, Gains Impressive 3-Year ROI

Background A leading Regional Retail Chain with a 50-agent call center was challenged by the escalating costs and complexities of its Avaya contact center solution. Seeking a cost-effective yet robust alternative, the chain aimed to enhance its communication infrastructure with a focus on long-term return on investment (ROI). Challenge The chain’s Avaya solution included high

How Hunt Group & Queue Analytics Help Boost Productivity

The Problem: A national health insurer was struggling to increase efficiencies in departments managing high call volumes. Their existing contact center solution was not only expensive but also increasingly difficult to maintain. They needed a cost-effective alternative that could handle complex call traffic without sacrificing performance. The Solution: The ISI Analytics team partnered with the

Better 911 Call Visibility Results in Cost Savings & Easier Compliance

The Problem: A global technology company was receiving large and unjustified vendor invoices relating to 911 calls. The Solution: Infortel Select’s enhanced calling activity reporting, including 911 alarm reports using call detail record search.   Result: With Infortel Select, the customer was able to justify or dispute charges with accurate information. “We could not identify

Gaining Complete Agent Call Visibility with Enhanced UC Analytics

The Problem: A financial services company’s collections department was falling short of its performance metrics. Some agents were bypassing the system to avoid customer interactions, resulting in frustrated customers and poor overall performance. The core issue: management lacked comprehensive visibility into agent calling activity, leading to inefficiencies and missed revenue opportunities. The Solution: The ISI