"For years I’ve had endless reports to draw upon however it’s always been hard to quantify the root cause of why members are calling. The complexity of work has evolved and the need for actionable data on our member contacts has grown substantially. OI delivers the information I’ve been searching for to make data-driven changes. Delivering quantified data to areas outside of the contact center and to senior leadership is creating a positive change in how the organization can make improvements, by being able to see what our biggest challenges and opportunities are. The real time agent dashboards have created a higher level of agent engagement and collaboration. The team at OI is amazing to work with. They are very knowledgeable experts who provide help for your individual contact center and not a cookie cutter approach."