ISI Queue Analytics

Call Center Insights powered by ISI Queue Analytics -- Secure caller journey visibility and insights without the cost and complexity of deploying and maintaining a full-fledged contact center. ISI’s Queue Analytics platform coupled with existing call queuing capabilities from Cisco, Webex and Microsoft enables customers to significantly reduce Contact Center operational costs.With advanced reporting capabilities and real-time performance metrics, ISI provides a solution suite enhancing each of your call center queues..

CDR Reporting & Call Accounting

Whether Microsoft Teams is your exclusive telephony solution, or you are using Teams in conjunction with your current Unified Communications platform, Infortel Select provides powerful voice call, Meetings, and user adoption data accessibility and reporting. Infortel Select provides for automated collection of raw call detail records (CDR) and Contact Center metrics from many on-prem and cloud telephony data sources - enabling consolidated reporting and analysis of all corporate telecom activity through a single user interface. Supported calling platforms include Microsoft Teams, Cisco, WebEx Calling, Avaya, numerous SBCs, and dozens of other popular UC platforms as well as a long list of legacy PBX systems.

If you're using Microsoft Teams in conjunction with Cisco, Avaya, and other on-premises UC systems, Infortel Select is the best tool to continue gathering critical CDR reporting and call accounting data, while adding call analytics for next-generation platforms.

Platforms Supported

• Microsoft Teams - Report on Teams phone calling, auto attendants, call queues, Teams meeting and user data with an easy-to-use cloud platform
• WebEx Calling - With ISI, track calling activity for each of your users, offices and queues
• Cisco Calling - Gain insights and analytics into Cisco UCM, UCCX with Call Reporting & CDR Analytics & User Dashboards

Why Customers Use ISI

• Auto-Attendant & Queue Analytics - Secure caller journey visibility and insights without the cost and complexity of deploying and maintaining a full-fledged contact center.
• Call Data Compliance - Avoid the daunting and scary requests of searching for call history upon request
• Employee Productivity - Gain insights into inbound, outbound and internal calls to best manage staffing needs
• Caller Experience - Understand your organizations calling. experience both internally and externally? Are calls being answered, redirected, put on hold or forwarded to VM?
• Call Accounting & Cost Allocation - Organizations need visibility into telecom spend by department or cost center, and the ability to accurately and easily chargeback telecom costs to tenants or vendors

Additional Features

• Unlimited Data Retention - Migrate to MS Teams without losing reporting information visibility or control
  

• Flexible API - Integrate processed call data with internal software solutions for
• One Screen to See it All - Single-pane-of-glass visibility into MS Teams activity from Cisco, Avaya, and other platforms

• Track User Adoption - Monitor and manage user adoption and utilization
  

• End Network Planning Guesswork - Easier than ever to select carrier, plans, and right-size SIP trunks

• Immediate Call History Access - Compliance, risk mitigation, and call archives at your fingertips

• Eliminates Reliance on IT Resources - Friendly dashboard gives business managers self-serve visibility and report generation

• Azure Cloud Deployment - Seamless and secure connection to the Microsoft Cloud