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 migrated from an on-premises calling platform to Webex Calling, they sought an enhanced reporting system to maintain efficiency and compliance.
Challenge
The DoIT needed a solution capable of providing comprehensive and flexible audit reporting that would meet the unique needs of each agency. This included detailed call data compliance reporting, as well as metrics that mirrored call center capabilities without the associated costs. They also required an API to integrate processed call data into their ServiceNow environment, ensuring seamless operations across all agencies. With a transition to Webex Calling underway, it was crucial to have a solution that could adapt to their new infrastructure while delivering the same level of service.
Solution
ISI Analytics deployed its Cloud Connect for Webex Calling and Queue Analytics, specifically tailored to the state’s requirements. The solution included:
- Webex Calling Integration: Seamlessly integrating with Webex Calling, supporting over 40,000 users and more than 90 call queues.
- API for ServiceNow: Providing API access for processed call data to enhance their existing ServiceNow platform.
- Cloud Pro Managed Services: Offering ongoing support through a dedicated TSM (Technical Support Management) team to ensure smooth operations and continuous optimization.
Results
The deployment of ISI Analytics delivered significant benefits:
- Scalability: Supported multiple CUCM clusters, encompassing over 100,000 endpoints.
- Efficiency: Streamlined reporting processes, reducing the time and resources required for report generation across all agencies.
- Enhanced Insights: Provided call center-like metrics and insights, allowing agencies to monitor and improve caller experience without the expense of a traditional contact center solution.
- Improved Integration: The API integration with ServiceNow allowed the DoIT to leverage existing investments while enhancing their operational capabilities.
Conclusion
The implementation of ISI Analytics transformed the DoIT’s ability to manage and report on telephony interactions across hundreds of state agencies. By choosing ISI Analytics, the DoIT ensured robust, scalable, and compliant reporting that seamlessly integrated with their existing infrastructure. The solution provided enhanced visibility into call data, enabling the state to maintain high standards of service and compliance while optimizing resources.
Customer Testimonials
“ISI has been a great partner, offering flexible and robust solutions that allow for granular reporting. Their Cloud Pro service has been instrumental in maximizing the benefits of our ISI solution.”
— Unified Communications Specialist
“ISI’s support team understands the native reporting limitations of our calling platforms and has guided us to valuable insights sought by our stakeholders. Great job, ISI Team!”
— Senior IT Manager, Unified Communications and Collaboration
Future Outlook
The partnership between the DoIT and ISI Analytics positions the state to continue evolving its telephony infrastructure with confidence. As they further integrate Webex Calling and explore additional capabilities, ISI Analytics remains a critical partner in delivering reliable, compliant, and insightful reporting solutions.
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