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
How to use Call Queuing to Unlock Cost Savings and Improve CX
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
The Problem: A financial services company’s collections department was falling short of its performance metrics. Some agents were bypassing the system to avoid customer interactions, resulting in frustrated customers and poor overall performance. The core issue: management lacked comprehensive visibility into agent calling activity, leading to inefficiencies and missed revenue opportunities. The Solution: The ISI
Today’s UC environments are complex, with enterprises using a variety of calling platforms. There’s probably some legacy calling platforms implemented in the past that might still serve their purpose. You may have inherited different calling platforms during a merger or acquisition giving rise to some integration challenges. You may have different departments or teams within
ConvergeOne, the premier IP-enabled, solutions-led, customer experience company, recently selected ISI as its preferred CDR reporting and cost allocation service provider. ISI’s Infortel Select gives ConvergeOne Cloud Experience (C1CX) customers enhanced operational reporting and cost analytics, which aligns with ConvergeOne’s mission to enable great customer and employee experiences. “We are excited to partner with ISI
ISI Delivers… One Reporting & Analytics Platform capturing caller journey across multiple Cisco Platforms such as Cisco UCM, WebEx, CUBE, SME and UCCX Cisco Live! 2023 was an amazing event! We announced our Cisco Multiplatform End-to-End Caller Journey Analytics Solution. We were able to get some helpful feedback on our upgraded portal user experience
From Webex updates to MS Teams 2.0 We’re Highlighting Enterprise Connect Innovations and Announcements. Enterprise Connect 2023 is in the books, and the ISI team was there in the Expo Hall, where we met and chatted with many customers, partners, and industry professionals. AI dominated the conversation at EC2023 this year, but additional and related
Calls are an important part of a patient’s journey, and call detail records reporting and analytics can help optimize patient experience and improve outcomes after discharge from care. Patients want clear communication. They do not want to wait endlessly on hold to get answers to important questions about their health. Hospitals also want to improve
Save $500 off a conference pass with our exclusive promo code ISI Will we see you in Orlando? We’re exhibiting at Enterprise Connect Orlando, the must-attend collaboration and CX event of 2023. Our team will be talking about how our customers have been using ISI’s powerful CDR reporting and analytics for: Improved employee