Case Study: a national health insurer boosts productivity with ISI Analytics

How Hunt Group & Queue Analytics Help Boost Productivity

A national health insurer was struggling with the inefficiency and high cost of its existing contact center solution for managing high call volumes. They sought a cost-effective alternative and partnered with ISI Analytics to address this challenge using their UC analytics for Cisco UCM and Microsoft Teams.

ISI Analytics implemented Hunt Groups and Queue Analytics to provide the health insurer with call center-like metrics, eliminating the need for expensive traditional contact center licenses. The result was significant productivity improvements and greater organization-wide efficiency, achieved by streamlining call traffic and improving internal communication through their existing UC platforms.