Call Accounting Featured Article

ISI Showcasing Call Accounting Solution at Cisco Live

  By Andrew Bindelglass, Contributing Writer

Throughout this week, professionals specializing in IT, unified communications, call recording, and other business areas will gather in Las Vegas to showcase and learn about the latest developments in the field. Older established names and young upstarts will come together to show the ways that their products and services can help businesses save time and money in the department of communications and improve their service and customer experience.

One familiar face that will be presenting at this conference will be ISI (News - Alert). The unified communications and call accounting provider has already earned a sterling reputation with businesses around the world, but it is still constantly looking for ways that it can improve its business model and, with it, the experience of the businesses that make use of it.

The main attraction from ISI at this event will be the debut and explanation of new features in its new flagship product, Infortel Select. This platform will now have video reporting capabilities for the Cisco (News - Alert) Media Server, allowing businesses to use the same platform that they already trust to record voice and text based conversations to include video as well.

This solution has lots of potential practical applications for businesses. The data obtained by recording and accounting interactions with customers can be used to evaluate agents, scripting, and troubleshooting plans. They can also be used to ensure compliance with various state and federal regulations, and make it easier for contact center agents to diagnose where sticking points arise when attempting to make sales or provide customer support.

In today’s business world, organizations are looking for any way possible to gain a competitive edge. The best way to do that is to gather as much pertinent information as possible and analyze it to find areas where improvements can be made. Call recording and accounting services go a long way in this area by providing an easy way to categorize and understand the full extent of their customer interactions, and look for ways that they can improve their approach and give their customers the best possible experience. ISI’s Infortel Select platform is a strong example of a service businesses can look towards, and they will have the opportunity to find out more about it at Cisco Live this week in Las Vegas.