Communication Analytics Built for Financial Services

Stay compliant, optimize customer experience, and maximize ROI with ISI Infortel.

In the financial services sector, competition is fierce and the margins for error are razor thin. With a growing remote and mobile-device based workforce, and new technology quickly outpacing legacy analytics, customer communication - the lifeblood of your financial business, has become increasingly difficult to monitor.

ISI Infortel Select is always on the leading edge of FinServ communications reporting and analytics. We’re the trusted choice for banks, credit unions, insurance companies, investment brokerages, corporate finance companies, asset managers, and more. We’ll help you get more from your data and make sure you have the visibility to always stay ahead of the curve.

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Employee reading financial data on a laptop
Employee reading financial data on a laptop

Communication Analytics Built for Financial Services

Stay compliant, optimize customer experience, and maximize ROI with ISI Infortel.

In the financial services sector, competition is fierce and the margins for error are razor thin. With a growing remote and mobile-device based workforce, and new technology quickly outpacing legacy analytics, customer communication - the lifeblood of your financial business, has become increasingly difficult to monitor.

ISI Infortel Select is always on the leading edge of FinServ communications reporting and analytics. We’re the trusted choice for banks, credit unions, insurance companies, investment brokerages, corporate finance companies, asset managers, and more. We’ll help you get more from your data and make sure you have the visibility to always stay ahead of the curve.

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Financial Compliance

Just one negative customer interaction, from any of your agents at any of your branches, could leave your entire institution vulnerable to steep financial penalties and a catastrophic loss of reputation.

Regulatory acts such as Dodd-Frank, SOX, and MiFID II require you to retain and retrieve every communication record, from a 7-year archive, upon 72 hours notice.

ISI Infortel makes recording, storing, and retrieving call records and recordings a breeze. We take the stress out of responding to audits, preventing fraud, and resolving disputes, with simplified and instantaneous reporting.

Financial Compliance

Instant Audit Preparedness

Never worry about being unprepared for a regulatory audit again. It’s easy to retrieve call records and recordings for insurance, state, and federal agencies at a moment’s notice. In just a few clicks, find and share specific communication events or build pre-defined reports that include everything these agencies need.
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Financial Compliance
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Proactive Protection

With user-definable service thresholds and automatic call flagging for review, ISI tools can help you proactively catch activities that may lead to preventable violations, before they become a widespread audit risk.
Financial Compliance

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Client Experience

Your institution's brand is built on loyalty and trust. Creating and maintaining a world-class reputation begins with customer experience. If your clients aren’t receiving quick and expert-level service when they call, they’ll take their business elsewhere.

ISI Infortel provides full visibility into your agents’ customer communications, ensuring callers have a positive experience that fulfills your brand promise of trust and reliability.

Client Experience

Build and Maintain an Industry-Leading Reputation for Quality

Poor call quality, long handle times or excessive transfers (often due to ineffective call routing or insufficient training) can damage the reputation of your brand - ultimately leading to a loss of trust. ISI keeps you on top of the service-level metrics that matter, to ensure a world-class customer experience.
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Client Experience
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Meet Client Demand with Optimized Scheduling

Reliably predict future call volumes using historic benchmarks and trend analysis, so you’re always adequately staffed. Make informed decisions to improve call handling, queue times, overflow and abandon rates, using granular reports that help you anticipate future demand, based on previous trends - even through the complexity of daily, weekly or seasonal fluctuations.
Client Experience
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Get Early Warnings about Negative Call Experience

View a real-time dashboard of undesirable call events as they occur. User-definable thresholds, 'flag' negative agent or call-center trends for immediate corrective action. These alerts can be displayed on a wallboard, for social accountability, or by notification to the agent or supervisor.
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Quickly Troubleshoot QoS Issues

Poor call quality can ruin customer experience. Infortel Select reports each call's latency, jitter, packet loss, mean opinion score and SCS (severely concealed seconds), so you can easily identify and troubleshoot the bottlenecks or problematic connections in your VoIP system.
Client Experience

See the Entire Customer Call Journey: Cradle-to-Grave

Run one single report, seamlessly pulling together multiple call segments, to trace and analyze a client’s complete call experience from cradle to grave.
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Client Experience

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deliver a world-class client experience?

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Efficiency, Cost Savings & ROI

With enormous amounts of financial information being exchanged. Your networks must be secure, integrated, and easy to manage, sometimes across multiple platforms.

ISI helps minimize your technology footprint, reduce costs and right-size staffing and network capacity - without compromising service levels. Simplified reports and dashboards decrease user reliance on I.T. and empower managers to stay on top of their teams’ KPIs.

Efficiency, Cost Savings & ROI

Complete Visibility into Every Branch

No matter how many communication platforms you’re running, if a call comes into any of your branches or sites, you can view and analyze it. Managers can easily pull their own reports, with customized views of the metrics that are most relevant to their workflow and KPIs.
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Efficiency, Cost Savings & ROI
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Find and Eliminate Wasted Spend

Take the guesswork out of planning and managing SIP trunk bandwidth, with instant calculations on exactly how much capacity you are using, and how much you need to buy. Now you can right-size and optimize your capacity to deliver significant cost-savings while still maintaining flawless service.
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Empower Staff with a Powerful Reporting Engine

Infortel reporting is extremely user-friendly and intuitive. Contact center or branch managers can run their own customized reports, or watch call activity throughout the day, on a personalized dashboard, highlighting only the key metrics they need. Infortel eliminates the dependence on IT for report generation and empowers managers with data and insights to optimize service levels and reduce risk.
Efficiency, Cost Savings & ROI
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Simplify Chargeback and Cost Allocation

Recoup telecom expenses from individual branches or contact centers according to their actual phone usage. Accounting can automatically generate organizationally-based chargeback reports, and export monthly allocation files to a general ledger system. These reports include variable usage expenses, recurring fixed equipment charges and service fees.
Efficiency, Cost Savings & ROI

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put your data to work for you

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