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
When organizations consider migrating to a cloud-based unified communications (UC) solution like Webex, they are often drawn to the amazing features that are truly transforming how teams collaborate. However, Webex doesn’t always offer all the features that an organization might need when it comes to analytics. While Contact Center solutions provide comprehensive analytics, they can
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 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
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
