ISI Analytics is a software development company specializing in unified communications analytics, offering a cloud-based platform that delivers in-depth insights into call queue performance for organizations using platforms like Cisco, Webex, Microsoft Teams, and Avaya. ISI Analytics enables businesses to monitor and optimize call handling, manage wait times, and improve customer experience—all without the complexity or expense of traditional contact center infrastructure.
The company's flagship solution, ISI Queue Analytics, integrates directly with popular telephony systems to provide real-time performance metrics, advanced reporting capabilities, and call recording. This allows organizations to track the caller journey, analyze queue operations, and make data-driven decisions to reduce operational costs and enhance service quality.
Unlike traditional contact center software, ISI Analytics focuses on leveraging existing call queuing capabilities in leading platforms, making their solution especially cost-effective for organizations seeking robust analytics without deploying a full-scale contact center. Their platform delivers comprehensive call detail record (CDR) reporting and unified communications analytics, supporting both IT leaders and business managers in optimizing communications workflows.
Who Uses ISI Analytics?
ISI Analytics serves a wide range of organizations needing clarity and efficiency in their call management, including notable customers such as AT&T, IRS, Petco, Ameris Bank, NYC Health + Hospitals, and Dicks. These clients span sectors like telecommunications, government, retail, finance, and healthcare.
How Was ISI Analytics Started and Who Leads the Company?
ISI Analytics is a privately held company headquartered in Chicago, Illinois, with a team size of 51-200 employees. The leadership team brings together expertise in engineering, cloud operations, business strategy, and customer success. Key members include CEO Jason Forehand, Vice President of Sales & Strategic Alliances Chris Welch, Vice President of Customer Success Jane Chowaniec, Director of Engineering Edward Boguslavsky, and others experienced in technical support, HR, and business operations. For more on their leadership and history, visit the About ISI page.
What Makes ISI Analytics Different?
ISI Analytics stands out by delivering advanced call queue monitoring and analytics as a SaaS platform, seamlessly connecting with mainstream communication tools. This approach enables organizations to gain actionable insights and optimize their customer service operations without complex deployments or high costs.
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