Case Study: a large US State DoIT provider streamlines Webex and Cisco UCM call reporting with ISI Analytics

How ISI Analytics Revolutionized Cisco UCM & Webex Call Queue Reporting for a Major State Agency

a large US state department of information technology (DoIT) faced the challenge of providing detailed, compliant call reporting for hundreds of state agencies as they migrated to Webex Calling. They required a flexible solution with an API to integrate processed call data into their ServiceNow platform, seeking call center-like metrics without the associated costs.

ISI Analytics deployed its Cloud Connect for Webex Calling and Queue Analytics solution, which integrated with their new infrastructure and provided the necessary API. The results included streamlined reporting processes, scalability for over 100,000 endpoints, and enhanced operational insights, allowing the DoIT to maintain high standards of service and compliance.