From Start to Finish: A Simple Way to Improve Customer Call Experiences

Better visibility into customer call paths can significantly impact service quality   A healthcare setting, and the circuitous routes some callers were taking as they traversed hospital departments and staff, offers a window into how one medical facility employed advanced cradle-to-grave call reporting to improve patient happiness and well-being, increase return visits, and elevate staff

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Gauge Call Agent Productivity with Cisco UCM Hunt Groups and Native Call Queuing

Does your organization have visibility into the productivity of your employees and departments when it comes to inbound calls? Can you easily identify those individuals who need training or the departments that are overwhelmed with calls during certain times of the day? Contact centers provide at-a-glance insight into agent availability and productivity metrics, but they

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Contact Center Analytics Without the Contact Center

With ISI-powered hunt groups and native call queuing, you can achieve contact center analytics for your Cisco UCM, without the expense or complexity of a full contact center.

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How SSO Beats Password Fatigue, Saves Costs & Adds Security

SSO helps organizations avoid costly password resets, reduce password fatigue, and increase cyber security posture.

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Hunt Groups to the Rescue at Cisco Live

Plus the exciting future of call data analytics in this short preview of Jason Forehand’s Cisco Live 2022 Session.

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Infortel Select Now Available in Webex App Hub

Infortel Select helps power enterprise cloud migrations through advanced Webex Calling analytics and is now listed on Cisco’s Webex App Hub

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The “New Age of Voice.” A Few Minutes with Analyst Jon Arnold

We recently caught up with Jon Arnold, principal analyst of J Arnold & Associates, to discuss his article, “Why the New Age of Voice Will Create New Business Value.”

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Re-imagining the “Single Pane of Glass” with UC Analytics

The terms “data” and “information” – although similar – really don’t mean the same thing.

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Public Sector

Advanced UC Analytics Playing Key Public Sector Role

With ISI’s UC Analytics many state and local governments have responded by augmenting their communication platform with advanced, on-demand analytics capabilities

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Maximizing Your Cisco Hunt Group’s Value

In Cisco UC environments, hunt groups are a popular alternative to full-fledged contact center platforms. Often more cost-effective than their higher-end counterparts, hunt groups still meet the same fundamental business requirements for call handling, wait time, and overall customer experience measurement. And yet, enterprises need better historic reporting – and real-time visibility into Native Call

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