Blog – ISI

ISI Analytics Successfully Completes SOC 2 Type II Audit

ISI Analytics Achieves SOC 2 Type II Certification, Reinforcing Commitment to Security and Reliability At ISI Analytics, trust and transparency are at the heart of everything we do. We’re proud to share that we’ve successfully completed our SOC 2 Type II audit as of October 30, 2025, covering the Security and Availability trust

Healthcare

No Sleeping on Innovation: Healthcare Sleep Center Chooses ISI for Teams Queue Analytics

A specialized healthcare facility focused on sleep-related treatments recently selected ISI Analytics to modernize its patient communications. By leveraging MS Teams Queue Analytics, the organization gained deeper visibility into call flows, improved responsiveness, and streamlined coordination across its care team — all without compromising patient experience.

An IT worker reviewing agent detail reports

Unlocking the Full Picture with Agent Detail Reports

With October’s monthly release, ISI Analytics is rolling out a major enhancement to help teams better understand and optimize agent performance: Agent Detail Reports for both Microsoft Teams and Webex. These reports go beyond queue-level metrics to provide a cradle-to-grave view of the customer experience—from outbound calls to direct interactions. Whether you’re managing a

Case Study: Empowering a Leading MSP with Scalable Analytics Across Webex and Microsoft Teams

The Challenge A top-tier Managed Service Provider (MSP), supporting 500+ enterprise customers and managing over one million endpoints, faced a growing challenge. Their customers relied on both Webex Calling and Microsoft Teams, but the native reporting tools couldn’t keep up with the demand for: Clear visibility into call traffic Ad hoc reporting to support

Making Sense of Webex Calling Call Flows for Auto Attendants and Call Queues (Customer Assist)

As businesses modernize their communications infrastructure, Webex Calling has emerged as a powerful cloud-based phone system. With features like Auto Attendants, Call Queues, and the enhanced Webex Customer Assist, organizations can streamline call routing and improve customer service. But understanding how these flows work—and how to measure their effectiveness—is key to unlocking their full

An IT worker is overwhelmed by complex call flow information. Using Call flow analytics is shown to make the situation easier.

Making Sense of Microsoft Teams Call Flows for Auto Attendants and Call Queues

Microsoft Teams Call Routing and Analytics Overview As organizations increasingly rely on Microsoft Teams for unified communications, understanding how calls are routed—and how to measure their effectiveness—has become essential. Whether you’re managing internal support lines, customer service queues, or departmental call flows, Microsoft Teams offers flexible routing options through Auto Attendants and Call Queues. But

ISI Analytics at WebexOne 2025: Let’s Meet in San Diego and Talk Webex Queue Analytics!

We’re excited to announce that ISI Analytics is a proud sponsor of WebexOne 2025, taking place this year in beautiful San Diego! This annual event brings together the best minds in collaboration, customer experience, and innovation—and we’re thrilled to be part of it. 🚀 See What’s New: Our Webex Queue Dashboard

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

Mastering Call Record Search with ISI Analytics

If you’ve ever found yourself needing a detailed look at your organization’s call activity, you’re not alone—and ISI Analytics has made it easier than ever to access, customize, and export call data with our new report engine. In our latest Customer Success Office Hours session, Adam Vicencio takes you step-by-step through the Call

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

Filters

Category

Industry