Case Study: a large healthcare organization improves Teams call visibility and staffing with ISI Analytics Queue Analytics

No Sleeping on Innovation Healthcare Sleep Center Chooses ISI for Teams Queue Analytics

a large healthcare organization faced a challenge with its Microsoft Teams reporting, which was manual and lacked depth. This limited visibility caused significant staffing inefficiencies, as too many employees being marked "away" simultaneously led to a surge in missed calls and abandoned interactions, negatively impacting patient experience. They turned to ISI Analytics for a solution.

ISI Analytics implemented its Queue Analytics Module, which provided clear call volume reporting and real-time productivity insights through an easy-to-use dashboard. This allowed the organization to identify and proactively address staffing gaps. The results were a 40% reduction in abandoned and missed calls and an estimated $65K revenue opportunity from improved call handling, delivering a compelling ROI on their investment in ISI Analytics.