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Spectrum Offers Help For Unified Contact Center Reporting


TMCnews Featured Article

September 06, 2011

Spectrum Offers Help For Unified Contact Center Reporting

By David Sims, TMCnet Contributing Editor

Spectrum (News - Alert) Corporation has recently featured their contact center monitoring software aids in Contact Center Activity Monitoring (CCAM), which company officials describe as “a subset of Unified Contact Center Reporting.”

CCAM, as they explain, is the process of collecting data from the call center applications. And if your experience matches that of most other contact centers, your challenge is probably not the data that is generated, heck, collecting loads of data is the easy part. No, your issue is, most likely, simply accessing the data and figuring out something intelligent to do with it that will help your company.  

That’s where Spectrum might be able to help you. The company uses different methods to extract data from siloed systems and warehouses, getting the data out of limbo and working for you.

The benefits of this approach are that Spectrum can monitor many call center applications and can extract data from these siloed systems, and their custom-built applications and spreadsheets can be monitored and data extracted so unique data gets used.

Also, with this approach, investments made in custom built applications are not lost, and public feeds can be accessed and do not have to be recreated, which can be a chore and increases the chances of errors. You want corporate communications to be accurate and consistent, and that’s what Spectrum’s approach gives you.

The strength of UCCR, as company officials explain, is “the ability to extract data from multiple data sources,” since as they explain, “many sources have data that is uniquely stored and therefore not easily accessible.”

Earlier this month TMC’s (News - Alert) Chris DiMarco wrote that Spectrum Corporation is showing customers it’s sensitive to the prohibitive costs of upgrading with its new wallboard buyback program.

Available immediately, Spectrum will be buying back wallboards from new and existing customers looking to update their reporting displays to one in Spectrum neXorce solutions line. The buyback program will even take back competitor wallboards.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco

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