Hunt Groups to the Rescue at Cisco Live

Cisco Live is back as an in-person event for 2022, and ISI is excited to be a featured partner in the Collaboration Village this year. We will be connecting with attendees and other partners and showing how Infortel Select makes UC call analytics simple and extremely valuable, turning unwieldy data into usable insights delivered through a single screen for the entire organization.

CEO Jason Forehand will be there, and he will also be presenting at the Collaboration Theater on Monday, June 13th. If you are attending Cisco Live this year, either in-person or virtually, you can add Jason’s talk to your schedule here. As we get ready to ramp up for this exciting event, we asked Jason to preview his presentation and tell us more about the exciting future of call data analytics.

What will you be discussing at Cisco Live this year?

At ISI we are all about making unified communications platforms smarter, so businesses and organizations can easily access insights into the calling activity and performance and make better-informed business decisions. Data is everywhere, and it can be both a blessing and a curse. ISI’s Infortel Select helps organizations make sense of their overflowing call data, and even access detailed analytics that provide Contact Center-like results, without the expense of a higher-end, full-fledged Contact Center platform.

By utilizing Hunt Groups, Infortel Select helps organizations meet the same fundamental business requirements for measuring agent status, call handling, and wait time, combining CUCM call detail activity with real-time UCCX metrics and historic contact center activity reporting in a single, user-friendly interface. In my Session at the Collaboration Village, I’ll talk about this great tool and how Infortel Select helps bring more clarity to Hunt Group activity.

What are some examples of the type of visibility ISI delivers with hunt groups?

Our customers have found using Hunt Groups to be a popular and cost-effective alternative because of the breadth of benefits for overall customer experience measurement. Infortel Select fills CDR reporting gaps by providing real-time, customizable, single-screen Hunt Group summaries. Customers get an easy view of the complete, cradle-to-grave customer journey, with the ability to track call activity by day or hour of the day, including granular agent call detail visibility.

How have your customers taken advantage of hunt groups?

The insights available through Infortel Select Hunt Groups reporting are valuable for any industry that handles customer calls, but we’ve seen particular benefits for the retail industry. In my presentation at Cisco Live, I will be discussing a case study for a leading retailer with a footprint that spans most of the country. Like many multi-location retailers, calls are crucial for their sales and customer support activities. Calling is a big part of their customers’ experiences.

I’ll be sharing more about how Infortel Select has helped them provide valuable call insights for sales leadership, store managers, contact center managers, and the customer’s marketing department too. By using real-time single-dashboard Hunt Group Native Call Queuing measurements, the customer now has information on calls in queue, number of available agents, agent status, time to answer, number of abandoned calls, and number of calls going to voicemail. With these insights, the customer can power their growth and continue to improve customer experience, without the need for a more costly Contact Center solution.

What else is happening in the Cisco UC world?

The UC industry has seen a lot of growth, especially post-pandemic. We’re seeing extensive growth in Cisco’s Webex and Webex Calling ecosystem. In just over three years, Webex Calling has grown to over 6 million users. We just recently announced that Infortel Select has been selected for the Cisco Webex App Hub, joining other premier providers of valuable additive solutions to the power of Webex. It’s a big step for us, for our customers, and we’re proud of this partnership and our role in helping power enterprise cloud migrations. At ISI, we are excited to be part of this amazing growth in unified communications and the ability to more easily and more accurately measure and report on crucial calling data.