Category: Case Studies

A Better Way to Measure Microsoft Teams Call Queues Across a Higher-Ed Footprint

Graphic promoting ISI Analytics for Microsoft Teams Call Queues with the headline ‘A Better Way to Measure Call Queues Across a Higher‑Ed Footprint.’ Sub‑headline reads ‘Multi‑campus visibility. Secure access. Automated reporting.’ Background includes abstract campus icons and alert symbols.

  Higher-education institutions are modernizing communications as they expand across campuses, online programs, and distributed administrative teams. Many are moving to cloud-based calling platforms like Microsoft Teams Call Queues to simplify management, improve security, and support hybrid operations. But modernization often introduces a familiar challenge: reporting gaps. When leadership and department teams can’t see queue

Modernizing K–12 Communication: How One District Cut Missed Calls and Saved 380 Hours

  Across the country, K–12 school districts are replacing aging phone systems with modern cloud-based calling platforms, like Microsoft Teams and Webex. The benefits are clear: improved security, easier management, and better alignment with hybrid school operations. But modernization often comes with a hidden challenge—reporting gaps. Accurate call analytics are critical for parent communication, school

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

A Healthcare manager viewing metrics on an ISI Analytics Dashboard

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.

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

Case Study: Retail Chain Implements ISI Queue Analytics, Gains Impressive 3-Year ROI

Background A leading Regional Retail Chain with a 50-agent call center was challenged by the escalating costs and complexities of its Avaya contact center solution. Seeking a cost-effective yet robust alternative, the chain aimed to enhance its communication infrastructure with a focus on long-term return on investment (ROI). Challenge The chain’s Avaya solution included high

How ISI Analytics Revolutionized Cisco UCM & Webex Call Queue Reporting for a Major State Agency

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

How Hunt Group & Queue Analytics Help Boost Productivity

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

Better 911 Call Visibility Results in Cost Savings & Easier Compliance

The Problem: A global technology company was receiving large and unjustified vendor invoices relating to 911 calls. The Solution: Infortel Select’s enhanced calling activity reporting, including 911 alarm reports using call detail record search.   Result: With Infortel Select, the customer was able to justify or dispute charges with accurate information. “We could not identify

Gaining Complete Agent Call Visibility with Enhanced UC Analytics

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