Recently officials of Spectrum Corporation featured their call/contact center monitoring software aids in Contact Center Activity Monitoring (CCAM), a subset of Unified Contact Center Reporting (UCCR).
“CCAM,” company officials explained, “is the process of collecting data from the call center applications. The challenge for many contact centers is not the data that is generated but getting access to the data and being able to do something with it.”
Sure -- after all, generating data is useless unless you’re accessing all your data and you know what to do with it once you do. Of course that’s where the challenge comes in -- few companies have that completely mastered.
Spectrum (News - Alert) officials explain how their process uses different methods to extract data from siloed systems and warehouses. There are many benefits to this, primary amongst them the fact that it allows users to monitor many call center applications and extract data from these siloed systems. Custom built applications and spreadsheets can be monitored and data extracted so unique data can be used, and investments made in custom built applications are not lost.
Also, public feeds can be accessed and do not have to be recreated, and corporate communications are accurate and consistent.
Company officials say the strength of UCCR is “the ability to extract data from multiple data sources,” adding that many sources have data that is uniquely stored, “and therefore not easily accessible.”
Earlier this year 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