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 customer to implement Hunt Groups and leverage Queue Analytics, targeting high-traffic departments. ISI Analytics provided robust UC analytics for their existing Cisco UCM and Microsoft Teams environments, allowing the customer to eliminate the need for a traditional contact center solution.
The Result:
By deploying ISI Analytics, the customer gained call center-like metrics without the cost and complexity associated with traditional contact centers, which require expensive agent licenses. This mirrors a growing trend across industries where organizations are replacing full contact centers with queue solutions built into their existing Unified Communications platforms—such as Cisco UCM, Webex Calling, and Microsoft Teams—which offer no-cost call routing options.
Using ISI Analytics, the customer experienced not only productivity improvements in high-volume departments but also greater efficiency organization-wide. Implementing Hunt Groups allowed for streamlined processes and improved internal communication, replacing the need for direct calls to individual departments.
“We use Hunt Groups in place of large volume call centers because it is a more streamlined and easier-to-navigate way of managing our call traffic. Since implementing ISI Analytics, we’ve seen significant improvements in individual productivity and efficiency across our entire organization.” – Lead Telecom Engineer
This case highlights how ISI Analytics empowers businesses to make smarter decisions with advanced UC analytics, transforming how organizations handle complex call environments. By optimizing their use of existing UC platforms, customers can access deep insights without the expense of contact center solutions.
Learn More: Discover how ISI Analytics helps businesses boost efficiency and productivity through powerful UC analytics.
