Comparing ISI Analytics reporting features with the native tools inside Cisco UCM, Webex Calling, and Microsoft Teams
In today’s fast-paced business environment, seamless communication and efficient collaboration are crucial. Unified Communications (UC) platforms like Microsoft Teams, Cisco UCM, and Webex Calling offer organizations the tools they need for modern communication, but these platforms often fall short when it comes to call reporting and accounting.
Going Beyond the Basics: A Holistic View of Communication Data
The native reporting capabilities in Microsoft Teams, Cisco UCM, and Webex Calling provide basic metrics, but often leave critical gaps. For instance, native solutions typically offer surface-level insights such as simple call logs, missed calls, or basic call duration data. This information, while useful, may not paint the full picture of your organization’s communication dynamics.
ISI Analytics steps in to fill these gaps by offering advanced metrics and detailed reports that cover a broader range of communication touchpoints.
- Tracking customer calls across multiple departments
- Monitoring the performance of call queues
- Analyzing employee productivity through call handling metrics
ISI Analytics Features Compared to Native Platforms
ISI Analytics vs. Webex Control Hub
Our feature matrix highlights the strengths of ISI Analytics vs. Webex Control Hub Reporting in areas like customization, data granularity, and integration with external systems.
ISI Analytics vs Microsoft Teams
Explore our feature matrix for a detailed comparison of ISI Analytics vs. Microsoft Teams Native Reporting—covering essential factors like data retention, queue analytics, ease of use, customizability, security, and more.
ISI Analytics vs Cisco CAR
Discover how ISI Analytics vs. Cisco CAR Reporting stacks up—featuring real-time insights, better data granularity, and seamless scalability.
A Deeper Look at ISI’s Unique Call Reporting Features
Enhanced Caller Experience Through In-Depth Queue Analytics
One of the standout features of ISI Analytics is its Queue Analytics capabilities. Native UC platforms provide minimal queue analytics, often limited to high-level information such as total calls handled and average wait times. However, ISI Analytics goes much deeper. The platform enables you to track queue performance in granular detail, allowing organizations to assess:
- The number of calls that enter and leave each queue, providing a complete understanding of traffic flow.
- Abandonment rates to identify potential areas for process improvement or staffing adjustments.
- Wait times and handling times for each individual call, helping to ensure that your team meets service level agreements (SLAs) and optimizes the caller experience.
With these insights, you can refine your communication strategy, identify bottlenecks, and deploy resources more effectively, all leading to improved customer satisfaction.
Learn more about our Call Queue Analytics
Custom Data Retention for Tailored Compliance and Insight
Another key limitation of native UC reporting lies in data retention. Native solutions often impose restrictive data retention policies, which can be a major drawback for organizations with long-term compliance and reporting needs.
ISI Analytics provides customizable data retention policies that allow you to tailor the system to your specific organizational requirements. Whether your industry mandates long-term data storage for compliance reasons or you want to maintain historical data to analyze trends over time, ISI Analytics provides the flexibility needed to meet your objectives.
Additionally, custom data retention enables organizations to:
- Analyze long-term performance trends and uncover areas for continuous improvement.
- Meet regulatory requirements in industries such as healthcare and government, where data retention policies are particularly stringent.
- Conduct year-over-year comparisons to assess how changes in processes or personnel have impacted overall performance.
Prebuilt and Customizable Reports to Meet Your Needs
While native UC platforms may offer some standard reports, they are often not enough to meet the unique needs of different departments or industries. ISI Analytics takes this to the next level by providing both prebuilt and customizable reports that cater to a wide range of requirements.
With prebuilt reports, you get access to key insights immediately without needing extensive setup or customization. However, if you have specific reporting needs, ISI Analytics offers customizable reports that allow you to dig into specific call data points, visualize them in a way that suits your organization, and even automate delivery to relevant stakeholders.
The platform supports reporting across a wide range of metrics, including:
- Call volume and traffic patterns to ensure your teams are prepared to handle peak times.
- Caller journey analytics, tracking how customers interact with your communication channels.
- Employee productivity metrics, allowing you to measure call handling performance and optimize workflows.
Learn more about ISI Analytics’ robust reporting capabilities in our Knowledge Base.
More Than Just an Additive: Empowering Your Teams
While ISI Analytics integrates seamlessly with existing UC platforms, it’s much more than just an additive solution. It’s designed to enhance and elevate your communication strategies with powerful features that complement and extend the native functionalities of platforms like Microsoft Teams, Cisco UCM, and Webex Calling.
This includes:
- Scalability for large organizations, ensuring that as your communication needs grow, ISI Analytics can grow with you.
- Granular role-based access, allowing different teams within your organization to access the specific data and reports they need without compromising security.
- Flexible data visualization tools, which make it easy to transform raw data into actionable insights.
With ISI Analytics, your teams are empowered with the information they need to make smarter, faster decisions. You’re not just getting more data—you’re getting the right data, in the right format, at the right time.
