Business Intelligence Solutions from ISI help manage Customer Contact

ISI’s Business Intelligence Solutions help you measure customer satisfaction, identify problem areas and ensure you are providing the best customer experience!

Every Customer Contact is an Opportunity

• How many customers try to call me, never get an answer and hang up?
• Are my customers getting busy signals?
• When we do answer a customer call, how long are we on the phone with them? Is that too long?
• How many times do customers end up in voicemail versus speaking live with one of my people?
• How many times are we transferring customers to other departments?
• How do each of my Customer Contact Centers compare? Do I have a “problem area”?

ISI helps you Protect your Cisco Unified Communications Investment

This is where ISI Telemanagement Solutions, and our Business Intelligence Software, can help. We have 20+ years of experience delivering Business Intelligence and Analytics to over 8,500 customers. We are also a Cisco Development Partner and have customized our Business Intelligence Solution to work in a Cisco Unified Communications environment. It's no longer enough to just monitor your major call centers. Your customers are also calling your stores, your billing department and your repair centers. You need to know how your employees are handling these critical customer interactions. With Cisco Unified Communications, and Business Intelligence from ISI, you'll be able to track every extension, including your IVR and transfered calls. ISI can offer your business:

• Improved Customer Satisfaction - by alerting you to the need to reduce hold times and abandoned calls
• Lower Costs – by reducing Contact Center expenses through right sizing your equipment and staff to better match call volumes
• An Audit Trail – so you can track all Customer interactions
• An Integrated Solution – with Business Intelligence Software fully integrated with Cisco Unified Communications

ISI has been serving the telecom needs of businesses around the globe for over twenty years. Our award-winning Infortel Select Telecom Billing & Reporting sotware enables you to track and bill back telecom expenses to departments, partners and even clients. Our Audit & Network Optimization solutions can reduce your current telecom expenses by 35% or more and our Wireless Voice & Data services will give you the competitive edge while cutting your communications expenses.

We serve customers in every vertical with ISI's innovative telecom solutions, including:

• Retail • Healthcare • Financial • Hospitality • Law Firms • Government • Education

Why do they choose ISI? • Measurable Bottom-line Results • Cisco Development Partner • More than 8,500 Customers • Over 20 years of Telecom Expense Management Experience

ISI Business Intelligence gives Cisco users the information they need

ISI Telemanagement Solutions, Inc. is pleased to announce the immediate availability of our newest reporting capabilities for Cisco Unified Communications customers. These new reports measure the experience a person has when calling a particular location. These include ring time, abandoned and transfer call information. These types of reports benefit any company in a non-contact center environment by potentially reducing costs involved in overstaffing and equipment, reducing abandoned calls and also provide audit trails of call interactions. The data we provide includes:

Ring Time and Abandoned Summary – Reflects how calls are being managed. This report can be generated on the department level and includes total number of inbound calls, total and average inbound duration, number and percentage of calls not answered and average ring time. This information is available at the department level and enterprise-wide. Here is a sample of the Abandoned Call report:

Average Ring Time by Hour – Indicates average ring time by hour as well as total number of calls. High average ring times may indicate potential staffing or training concerns. A graphic representation is included for easy at-a-glance insight. Here is a sample of the Average Ring Time report:

Traffic Analysis – This new analysis indicates locations that are under-trunked and over-trunked and include busy hour, total calls, calls blocked due to trunk or equipment failure, number of configured trunks, optimal number of trunks and the net.

Ring Time Detail – Shows if calls are being answered in a timely manner. Similar to an extension detail report, ring times for each call received as well as internal calls are provided.

Abandoned Calls by Hour – Hourly abandoned information is provided with total number of calls providing insight into call trends and facilitates correction of under or over-staffing concerns. A graphic representation is included with the text information.

Transferred Calls Report - Reflects all transferred calls and includes all legs of the call with "transferred from" and "transferred to" information. Each leg of the call indicates duration, as well as any cost associated.

These new reports assist customers in improving customer service, enhancing customer experience, lowering costs and managing resources. This added functionality allows customers with “call centers” and/or customer service groups to monitor performance prior to investing in Cisco contact center systems. Business Intelligence reporting also provides another return on investment for ISI's Infortel Select Telecom Reporting and for Cisco Unified Communications.

For more information about how ISI's Business Intelligence Solutions can help you, contact us at 800.653.4795, ext. 6099, by email at info@isi-info.com, or contact David Dishek, Vice President of Unified Communications, at 703.450.1904.