Call Accounting Featured Article

ISI Improves Call Accounting With New Service Pack

  By Steve Anderson, Contributing Writer

It's hard to accomplish anything worthwhile in the call accounting field without having the best of tools on hand. Thankfully, there's no shortage of options in the field, and recently, ISI (News - Alert) Telemanagement offered up a new service pack that should deliver a lot of value to those looking to better keep track of calls.

The new Infortel Service Pack 6209 from ISI offers a slate of new features, and some refinements on some of the older ones as well. Starting from the ground up, the new service pack features a complete look-and-feel adjustment for the dashboard system, as well as for Call Exploration and the Reports Portal. More features on the dashboard also kick in, and a new Contact Center Dashboard adds new access to a slate of metrics involving current users, making it a worthwhile addition to the call accounting field.

While the dashboard has had its functionality ramped up, so too has the Call Exploration section. Now featuring the ability to identify calls based on the data source, facility, and extension location, it becomes that much easier to identify just where calls are coming from and make decisions accordingly. Better yet, for those who never much cared for the Silverlight plug-in—that was often a problem for Windows users who wanted to stream video—that plug-in is now out of the picture. This means new browser options are available, including Chrome and Firefox.

Even the contact center dashboard has been improved, with an eye toward providing more information. Real-time stats, wallboard display options, and several other points chip in to make learning more about current operations an ever-present part of everyday efforts.

All of these points—and several others besides—combine to make one thing clear: when it comes to knowing what's going on inside the contact center and the other sectors of the organization that require communications capability, ISI has the system that will really deliver on this front. In terms of sheer capability for call accounting, ISI's system will deliver tons of useful information and put it into users' hands, ready to be further analyzed to achieve actionable conclusions that can be put to work and generate direct bottom-line impact.  That's going to make ISI's system a lot more valuable in the market, and put real pressure on competitors to improve.

That's no small feat, and ISI's Infortel Service Pack 6209 is going to deliver powerhouse value for those users who put this system to work. Great news for the user base, and great news for everyone who ever wished they had a better picture in call accounting.