Modern Unified Communications & UCaaS Solutions

The Evolving Communication Landscape

Modern enterprises need communication platforms that are flexible, secure, and built for how teams work today—across locations, devices, and time zones. Legacy voice systems can’t keep up with the demands of hybrid work, real-time collaboration, or evolving customer expectations. Organizations now require unified platforms that bring together voice, video, messaging, and meetings into a seamless user experience, while integrating easily with business-critical apps and workflows.

The Shift to UC & UCaaS

This need has driven a significant transition towards Unified Communications (UC) platforms, which consolidate various communication channels into a single, cohesive system. Further evolving this concept, Unified Communications as a Service (UCaaS) delivers these integrated capabilities via the cloud, offering inherent advantages in flexibility, scalability, and often, cost-effectiveness. While on-premise UC solutions provide organizations with maximum control over their infrastructure and data, UCaaS platforms excel in rapid deployment, simplified management, and supporting a geographically dispersed workforce.

Intelligent Visibility: Your Strategic Partner

Navigating the complex choices between on-premise UC, cloud-based UCaaS, and hybrid models requires a partner with deep expertise across the entire communications spectrum. Intelligent Visibility is uniquely positioned to guide organizations through this landscape. We possess the proven ability to architect, deploy, and manage both robust, secure on-premise solutions and cutting-edge UCaaS platforms. Our approach is tailored to your specific business requirements, focusing on leveraging communication technology to drive tangible business outcomes and enhance customer interactions, rather than merely deploying technology for its own sake.

Intelligent Visibility UC&C Solutions

Intelligent Visibility offers a comprehensive portfolio of Unified Communications and Collaboration solutions, expertly delivered across both on-premise and cloud models. Explore our capabilities across the tabs on this page.

Embrace Cloud Agility with Leading UCaaS Platforms

Unified Communications as a Service (UCaaS) represents the next evolution in business communication, delivering integrated voice, video, messaging, and collaboration tools via the cloud. This model offers unparalleled flexibility, scalability, and, often, significant cost advantages compared to traditional on-premise systems. UCaaS is particularly well-suited for organizations embracing hybrid work models, supporting geographically dispersed teams, and seeking to adapt their communication capabilities to meet changing business demands rapidly.

The Advantages of Unified Communications as a Service

Migrating to or adopting UCaaS brings numerous benefits:

• Flexibility & Mobility: Empower your workforce to communicate and collaborate effectively from anywhere, on any device—desktops, laptops, smartphones, or tablets. UCaaS platforms are inherently designed for remote and hybrid work.
• Scalability: Effortlessly scale your communication services up or down. Add or remove users, features, or locations quickly without the need for significant hardware investments or complex infrastructure changes.
• Reduced Maintenance Burden: Offload the complexities of infrastructure management. The UCaaS provider handles server maintenance, software updates, and security patching, freeing up your internal IT resources.
• Predictable Cost Structure (OpEx vs. CapEx): Transition from large, upfront capital expenditures (CapEx) associated with on-premise hardware to a predictable, subscription-based operational expenditure (OpEx) model. This often results in a lower Total Cost of Ownership (TCO) and simplifies budgeting. The financial predictability and lower barrier to entry make UCaaS an attractive option for businesses seeking agility.
• Rapid Deployment: Cloud-based solutions can typically be deployed much faster than traditional on-premise systems, accelerating your time-to-value.
• Access to Innovation: Benefit from the provider's continuous innovation cycle, gaining access to the latest features and functionalities automatically without manual upgrade projects.

Strategic Partnerships: Cisco Webex Calling & Zoom Phone

Intelligent Visibility maintains strong strategic partnerships with the industry's leading UCaaS providers: Cisco Webex Calling and Zoom Phone. Our deep expertise with both platforms allows us to recommend and implement the best-fit solution for your unique needs.

• Cisco Webex Calling: Leveraging Cisco's extensive networking and security heritage, Webex Calling offers a robust, enterprise-grade cloud calling solution.

• Strengths: Deep integration with the wider Cisco ecosystem (endpoints, networking hardware, security portfolio, Webex Contact Center), proven reliability, comprehensive enterprise features, strong security posture, and seamless hybrid deployment options integrating with on-premise CUCM environments.

• Zoom Phone: Building on its renowned video conferencing platform, Zoom Phone provides a user-friendly, innovative, and rapidly evolving cloud phone system.

• Strengths: Exceptional ease of use and intuitive interface (often cited as a key advantage ), rapid feature development, strong video integration, comprehensive feature set including SMS and advanced call handling, competitive pricing tiers, and a large application marketplace.

Webex Calling vs. Zoom Phone: Key Strengths

Flexibility Beyond Core Partners

While Cisco Webex Calling and Zoom Phone represent our primary strategic partnerships, Intelligent Visibility understands that every organization's needs are unique. We possess the expertise and flexibility to work with other leading enterprise-class UCaaS platforms, including Microsoft Teams Voice and others, based on your specific requirements, existing technology investments (like Microsoft 365), or strategic direction.Specific to Microsoft Teams, we have extensive experience integrating WebEx calling and Cisco Unified Communications Manager (call control and routing), with Teams (user endpoints). 

Our advisory approach prioritizes finding the right solution for you, ensuring technology aligns with your business goals, rather than being constrained by vendor limitations. This client-centric flexibility broadens our appeal and ensures we can deliver optimal outcomes regardless of the chosen platform.

Seamless UCaaS Migration & Management Services

Intelligent Visibility provides comprehensive support throughout your UCaaS journey:

• Needs Assessment & Platform Selection: We work with you to understand your communication requirements, user profiles, and business goals to recommend the most suitable UCaaS platform.
• Migration Planning & Execution: Our experts design and execute seamless migration strategies, transitioning you from legacy PBX or on-premise UC systems to your chosen UCaaS platform with minimal disruption.
• Integration Services: We integrate your UCaaS solution with critical business applications, such as CRM, helpdesk software, and other collaboration tools, to optimize workflows.
• Managed Services: We offer ongoing management and support for your UCaaS environment, including user administration, performance monitoring, troubleshooting, and strategic optimization to ensure you continuously derive maximum value.

On-Premise UC: Cisco Expertise

Mastering On-Premise Communications with Cisco CUCM

For organizations requiring granular control, robust security, and adherence to specific compliance mandates, on-premise Unified Communications (UC) remains a critical solution. Cisco Unified Communications Manager (CUCM), formerly CallManager, stands as a premier platform in this space, providing a comprehensive suite for enterprise-grade voice, video, messaging, and collaboration deployed within your own infrastructure. CUCM offers unparalleled control over system configuration, data sovereignty, and integration with existing enterprise systems.

Decades of Cisco Unified Communications Manager Partnership

Intelligent Visibility boasts a long-standing, strategic partnership with Cisco, underpinned by decades of hands-on experience with the CUCM platform. Our team comprises certified engineers with deep expertise in designing, deploying, managing, troubleshooting, and upgrading complex CUCM environments. We have a proven track record of successful implementations across various industries, ensuring our clients leverage the full potential of their Cisco investment.

Why On-Premise Remains Critical for Regulated Industries

While cloud adoption accelerates, on-premise CUCM continues to be the preferred choice for many organizations in highly regulated sectors such as healthcare, finance, and government. The reasons are compelling:

• Unmatched Control: On-premise deployments offer complete control over the physical infrastructure, data storage location, software update schedules, and security policy enforcement. This level of control is often non-negotiable where strict data governance and operational protocols are required.

• Enhanced Security: Keeping voice traffic, call recordings, and sensitive communication data entirely within the enterprise perimeter significantly strengthens the security posture. It allows for tighter integration with existing security stacks and reduces exposure to external threats compared to relying solely on public cloud infrastructure.

• Streamlined Compliance: CUCM facilitates adherence to stringent regulatory requirements like HIPAA in healthcare or financial industry mandates. Features such as native call recording capabilities, detailed Call Detail Records (CDR) for audit trails, and control over data residency simplify compliance verification and reporting. The ability to precisely manage where data resides and how it's accessed is crucial for meeting these obligations.

The necessity for direct infrastructure control and localized data management in these regulated fields means that on-premise solutions like CUCM are not just legacy options but continue to be vital, strategic platforms. Intelligent Visibility's deep expertise in CUCM specifically addresses the unique needs of these security- and compliance-conscious organizations.

Key Cisco CUCM Features & Benefits

Cisco CUCM provides a rich feature set designed for enterprise needs:

• Robust Call Processing: Reliable handling of call origination, routing, and termination.
• High Availability: Options for redundancy and failover to ensure continuous operation.
• Advanced Calling Features: Comprehensive features including hold, transfer, forward, conferencing, and more enhance user productivity.
• Directory Integration: Seamless integration with corporate directories (e.g., Active Directory) for unified contact management.
• Application Integration: APIs enable integration with third-party applications like CRM, contact centers, and custom business tools.
• Endpoint Flexibility: Supports a wide range of endpoints, including Cisco IP phones, softphones, video devices, and mobile clients.
• Security & Compliance: Built-in security features, encryption options, and detailed logging support security and compliance needs.

These features translate into tangible benefits, including enhanced communication reliability, improved user productivity, streamlined workflows, and a secure collaboration environment.

Our Comprehensive Cisco CUCM Services

Intelligent Visibility provides end-to-end services for your Cisco CUCM environment:

• Design & Architecture: We design scalable, resilient CUCM architectures tailored to your specific operational requirements, user counts, and high-availability needs.
• Deployment & Implementation: Our experts ensure a smooth, efficient deployment process, integrating CUCM seamlessly into your existing network with minimal disruption.
• Managed Services: We offer comprehensive managed services, including proactive monitoring, system administration, software patching, performance tuning, and ongoing support to ensure optimal system health and performance.
• Troubleshooting & Optimization: Leveraging deep expertise and advanced tools like our Call Record Analyzer (see CDR Tab), we rapidly diagnose and resolve complex CUCM issues, from call quality problems to configuration errors.
• Upgrades & Migrations: We expertly manage CUCM version upgrades and assist with migrations from legacy PBX systems or older UC platforms.

Advanced Conferencing Solutions

Engaging Large Audiences: Webinar & Training Platforms

Beyond standard team meetings, organizations often require specialized platforms for large-scale communication events such as webinars, virtual conferences, all-hands meetings, and corporate training sessions. These events demand platforms that offer high capacity, robust reliability, advanced host controls, and features designed to actively engage large audiences. Standard meeting solutions may lack the scalability and specific functionalities needed for effectively managing and delivering impactful large-scale virtual experiences.

Expertise in Cisco Webex Meetings & Events

Intelligent Visibility leverages its deep Cisco partnership to deliver powerful large-scale conferencing solutions using the Webex suite. We have extensive experience deploying and managing:

• Webex Meetings: For large, interactive meetings supporting up to 1,000 participants.
• Webex Webinars (formerly Webex Events): A dedicated platform designed for large-scale broadcasts and presentations, supporting potentially massive audiences (up to 100,000 mentioned in some contexts). Key features include tiered attendee roles (host, panelist, attendee), advanced Q&A and polling, practice sessions, registration management, post-event analytics, and integration capabilities. Webex Events (powered by the Socio acquisition) offers enhanced features for managing complex virtual and hybrid event experiences.

Mastering Zoom Meetings & Webinars

Recognized for its ease of use and robust video capabilities, Zoom provides excellent tools for large-scale events, and Intelligent Visibility possesses the expertise to maximize their potential:

• Zoom Meetings: Can scale to support large interactive sessions (up to 1,000 participants).
• Zoom Webinars: Purpose-built for large audiences (up to 50,000 view-only attendees mentioned ), offering features like Q&A, polling, surveys, practice sessions, branding options, reporting, and integrations with marketing automation platforms.
• Zoom Events: An expanded platform for managing multi-session virtual and hybrid events.

Features for Scalable & Secure Conferencing

Successfully hosting large virtual events requires leveraging specific platform capabilities. Intelligent Visibility helps clients utilize features such as:

• High Capacity: Platforms designed to reliably support thousands, or even tens of thousands, of concurrent attendees.
• Audience Engagement Tools: Interactive features like moderated Q&A, live polls, surveys, chat functionalities, and breakout rooms to keep large audiences involved.
• Production & Host Controls: Advanced controls for presenters and hosts, including panelist management, practice sessions, virtual green rooms or backstages, screen sharing management, and recording capabilities.
• Recording & Analytics: Comprehensive recording options (cloud and local) and detailed post-event analytics on registration, attendance, engagement, Q&A, and poll results to measure success and inform follow-up actions.
• Security & Access Control: Robust security options including password protection, registration requirements, waiting rooms, end-to-end encryption options, and domain restrictions to control access and protect event content.
• Integration Ecosystem: APIs and pre-built integrations to connect webinar platforms with CRM systems (like Salesforce), marketing automation tools (like HubSpot, Marketo), and other business applications for lead generation and streamlined workflows.

The focus for large-scale conferencing shifts beyond simple communication to encompass event management, audience engagement, production quality, and data analysis. Intelligent Visibility partners with clients to select the optimal platform and leverage these advanced features to deliver polished, engaging, and impactful virtual events and training sessions.

CDR Analysis: Call Record Analyzer

Unlock CUCM Insights with Call Detail Record Analysis

Cisco Unified Communications Manager (CUCM) is a powerful platform, but extracting actionable intelligence from the vast amounts of Call Detail Record (CDR) and Call Management Record (CMR) data it generates can be a significant challenge. Native CUCM reporting tools often lack the flexibility, usability, and real-time access needed for effective troubleshooting, performance analysis, and compliance verification. This data contains valuable insights into call quality, system performance, user behavior, and potential issues, but remains largely untapped in many organizations without the right tools.

Introducing Call Record Analyzer (CRA): Our CUCM CDR/CMR Tool

To address this critical gap, Intelligent Visibility developed the Call Record Analyzer (CRA) – a unique, purpose-built diagnostics and reporting tool designed specifically for Cisco UC environments. CRA transforms raw, complex CDR and CMR data into clear, searchable, and actionable intelligence. It provides an intuitive interface that empowers both technical engineers and support staff to quickly find the information they need. CRA is available as a flexible cloud-hosted SaaS solution for rapid deployment and multi-site visibility, or as an on-premises deployment for organizations with specific security or data residency requirements.

Key CRA Capabilities: Reporting, Troubleshooting, Scalability

CRA offers a comprehensive suite of features to unlock the value hidden in your CUCM call records:

• Advanced CDR/CMR Reporting: Move beyond the limitations of built-in CUCM reports. CRA provides powerful, flexible search capabilities across both real-time and historical data. Search by caller ID, callee number, extension, site, time range, call termination codes, and more. Generate insightful visual reports and dashboards tailored for technical and non-technical staff.
• Detailed Call Path Analysis: Understand complex call flows with features like the Call Transfer Tracer, which visually maps out intricate call transfers leg-by-leg.⁴² Identify call patterns, analyze call volume trends, track internal-to-external call ratios, and monitor site-specific usage. Investigate issues like harassment or repeated unwanted calls by tracing inbound traffic.
• Targeted Troubleshooting: Eliminate guesswork when diagnosing common call issues. CRA helps pinpoint the root cause of dropped calls, one-way audio problems, call setup failures, poor call quality, codec mismatches, and Quality of Service (QoS) issues related to specific locations or devices. Visualize call paths to identify where failures occur.
• Enterprise Scalability: CRA is built to handle demanding enterprise environments. It seamlessly supports multi-cluster CUCM deployments, enabling cross-cluster and multi-site analysis from a single interface. Whether you manage 100 phones or over 100,000, CRA scales to meet your needs.
• Compliance Support: CRA assists organizations in meeting critical compliance requirements, such as Kari's Law and the Ray Baum Act. It provides tools to validate that emergency (911) calls are routed correctly and offers timestamped, searchable records of these calls for audit and verification purposes.

Benefits: Optimize CUCM, Ensure Quality, Manage Resources

Leveraging CRA provides significant operational advantages:

• Optimize CUCM Performance: Proactively identify and resolve underlying configuration issues, resource bottlenecks, or patterns indicating potential performance degradation before they impact users.
• Ensure High Call Quality: Rapidly diagnose and fix issues like dropped calls, jitter, latency, or one-way audio that directly affect user experience and productivity. Significantly reduce Mean Time To Resolution (MTTR) for voice-related incidents.
• Manage Resources Effectively: Gain clear insights into call volume trends, peak hours, gateway utilization, and site-specific traffic patterns to inform capacity planning, resource allocation, and infrastructure optimization.
• Enhance Security & Compliance: Easily trace and document problematic or harassing calls for security or HR investigations. Provide verifiable logs to support emergency calling compliance audits.
• Empower Support Teams: Bridge the gap between complex CDR data and frontline support. CRA's user-friendly interface makes call records accessible and understandable for helpdesk staff and voice administrators, enabling faster first-call resolution.

Learn More About Call Record Analyzer

Unlock the hidden potential within your Cisco CUCM call data. Visit the Call Record Analyzer website to learn more about how this powerful tool can transform your reporting, troubleshooting, and compliance efforts.

(https://www.callrecordanalyzer.com/)

The Call Record Analyzer directly tackles the well-known difficulties of extracting meaningful information from native CUCM records. By providing an intuitive, powerful, and scalable platform specifically for CDR/CMR analysis, CRA delivers substantial operational value, improving system reliability, enhancing user experience, and supporting compliance initiatives for any organization running Cisco Unified Communications Manager.