Professional Services

Call Analytics from ISI Telemanagement Solutions helps Northwestern Mutual Life Insurance move to Lync™

(February 11, 2015) ISI Telemanagement Solutions, a Microsoft© Certified Silver ISV, offering Call Reporting, Analytics and Voice/Video Recording solutions for Lync Server 2010/2013, has been working to support Microsoft customers who are implementing Lync voice solutions as their organizations primary means of communication.

One such customer was Northwestern Mutual Life Insurance© (NMI). Headquartered in Milwaukee, WI, NMI was founded in 1857 and serves the insurance and investment needs of more than three million clients. They are the nation’s largest direct provider of individual life insurance — ranking 110 on the FORTUNE 500 with $217.1 billion in assets.

David Johnson, a Unified Communications Engineer at NMI, had been working with AT&T© Corporation on the Lync voice network installation, which would eventually encompass a complete migration of all of the company’s 8,000 users at their home office to Lync.

Mr. Johnson provided background on the project; “I’m working on a migration path that will eventually take all of NMI to Lync Enterprise Voice. However, over the next few years, this means I am tasked with managing a hybrid network that will include Lync users as well as employees who remain on our legacy PBX platforms.” Mr. Johnson continued, “NMI has a corporate policy mandating that all telecom-related costs are charged back to the appropriate departments who utilized the services. We have a Call Reporting solution which is able to handle our legacy platforms, but could not support Lync. As we move to Lync, I needed a provider who had a deep understanding of Lync, session border controllers, and Lync contact centers.”

That’s when Mr. Johnson turned to AT&T and they, in turn, came to ISI for help.

Barry Huffman, Technical Lead and UC Architect for AT&T, said, “The choice to involve ISI and their Infortel® Call Reporting solution was an easy one. We have worked with ISI on previous projects and know their reporting capabilities stretch from legacy PBX environments all the way to the latest Lync Server 2013 release.” Mr. Huffman continued, “NMI was looking for the best solution for Lync accounting and could not move forward with their Lync deployment until we were able to solve the reporting and charge back issues. ISI provided the answer with reporting that enables NMI to bill back telecom expenses related to both the Lync users as well as their Interactive Intelligence contact center users. Even better, as NMI continues their migration to Lync, ISI is able to transfer their licensing from the PBX sources over to Lync, completely protecting their investment.”

Mitchell Weiss, ISI’s Director of Technology, added, “ISI has invested significant resources in our commitment to the Lync ecosystem. With our development, we are able to provide reporting on Lync, session border controllers and Lync contact centers. Our knowledge of this vast array of telephony platforms, along with our long history of supporting Lync customers, comforts users and guarantees a smooth transition from the legacy platforms over to Lync without disruption in the reporting of valuable business performance metrics and billing information.” Mr. Weiss continued, “In addition to assisting with the charge back requirement, Infortel also provides valuable usage data to Dave and the NMI team as they track the adoption of Lync’s various communications modalities by NMI employees. Infortel has also compiled enterprise-wide usage metrics which will help NMI and AT&T as they plan for bandwidth to support the new Lync deployment.”

“Knowing what we’re currently using and how many concurrent call paths I need to support eases my concerns about capacity and has helped to catapult our move to Lync. Thanks to ISI, we will save a great deal by optimizing our bandwidth purchases,” said Mr. Johnson.

For more information regarding ISI’s reporting and recording capabilities for Microsoft© Lync, please contact Mark D. McNeill, Vice President of Enterprise & Partner Sales, at or 1.847.592.3278.

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