Call Accounting Featured Article

ISI Finds Success at NWN Solution Architect Summit 2017

  By Paula Bernier, Executive Editor, TMC

ISI’s (News - Alert) unified communications solutions allow contact centers to benefit from better agent productivity, enhanced customer satisfaction, and lower administrative costs. They can also enable businesses to make more informed decisions.

The company explained how at the recent the NWN (News - Alert) Solution Architect Summit 2017. ISI was a sponsoring partner of the event, which took place July 31 through Aug. 2 in Greenville, SC.

ISI President and CEO Asim Aleem and Director of Business Development David Dishek were onsite discussing the company’s Unified Communications (News - Alert) Management Solutions for Reporting, Recording, Speech Analytics, and Workforce Optimization. More specifically, they talked about the following ISI UC solutions:

• Contact Center Reporting & Recording,
• Enhanced UCCX Reporting, Real-Time Dashboards & Wallboards,
• IM Compliance Recording & Archiving for Cisco (News - Alert) & Microsoft Skype for Business,
• Integrated UC Reporting & Recording,
• Network Capacity Planning & Trunk Utilization/Traffic Analysis, and
• Reporting and Recording for Cisco Meeting Server.

The company’s call accounting and reporting solution is called Infortel Select. It captures call detail records from all types of telephone systems (whether they are from Centrex or other hosted services, conference services, local or long-distance carriers, on-premises PBXs, and/or wireless handsets). And it uses that data to report on employee activity, telecom costs, and telecom usage. A secure Web user interface provides authorized individuals with access to a custom report designer, customizable dashboard, menu of pre-defined reports, and on-demand traffic analysis tool.

ISI has partnered with Verba Technologies to deliver recording solutions for voice, video, instant messaging, and desktop screens. Infortel Speech Analytics further adds to the value of that solution by allowing users to uncover information in their voice recordings. These solutions help the organizations that use them to conduct quality assurance and training, meet legal compliance requirements, and better manage dispute resolution and risk mitigation.

Workforce management and optimization is another important area of focus for ISI. That’s because labor costs make up the bulk of contact center costs. Estimates suggest they’re typically between 67 and 75 percent. But WFM and WFO can help contact centers better control their costs.

“A key to providing quality customer care in a dynamic and changing business environment is the ability to schedule the right number of people at the right time and optimize their performance for an improved customer experience,” says ISI.