How Hunt Groups & Queues Help Boost Productivity

The Problem:

A national health insurer customer was looking for ways to increase efficiencies in departments that handle high call volumes. The customer also was looking to retire its expensive and difficult to maintain contact center solution.

The Solution:

ISI’s team worked with the customer to establish Hunt Groups to assist in high traffic departments.




The customer was able to gain call center-like metrics without the cost and complexity of a full-fledged contact center solution, a popular Infortel Select use case. Many organizations are retiring contact center solutions, and one reason is that, with enhanced CDR and Queue analytics, they can get reporting that mirrors contact center reporting.  Contact centers require agent licenses, but many of the leading UC platforms offers queuing features at zero-cost, including Cisco UCM, Webex Calling, and Microsoft Teams. Often times, basic queue options provide the call routing needed.

With Infortel Select Cloud Pro, the customer was able to not only experience employee productivity improvements in high call volume departments, but saw greater efficiencies across the organization. By using Hunt Groups in lieu of direct calls to business groups, internal processes were improved.

“We use Hunt Groups in place of large volume call centers because it is a more streamlined and easier to navigate way of doing things. When looking into Hunt Groups and their effect on our business, we have seen not only an improvement in individual productivity and competence but within the organization overall.” – Lead Telecom Engineer

Learn more about how ISI’s powerfully smart UC analytics help organizations make better-informed business decisions.

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