Information is actionable knowledge and Spectrum is providing more of it to contact centers by expanding the capabilities of its neXorce Enterprise Software visual data management solution.
A new release of neXorce includes a new historical reporting module, automatic version update scheduler, enhanced Failover module, and new features to the XorceView desktop software. neXorce captures real-time and historical data from multiple disparate data sources and publishes that data to call center digital signage.
The neXorce historical reporting module, which the firm says has been requested by many of its customers, will capture and store real-time data for historical analysis, trending and reporting. Users will be able to drill down and across on the data and see how they are doing against goals and what the trends are for the last week, month or year. These reports are web based and are designed by Spectrum (News - Alert) according to customers’ requirements.
The automatic update scheduler offers contact centers an annual service agreement to receive automatic software updates from Spectrum; customers and Spectrum do not need to be involved. This feature means centers will always have the latest version(s) of neXorce with the appropriate modules, thereby enabling them to maximize the benefits of Spectrum’s technology.
Here’s how this works: the neXorce application has a schedule to go to a secure site and download the latest version(s) of neXorce and all appropriate modules. The neXorce application is automatically scheduled to check and download software updates on Spectrum’s secure site.
Spectrum has also enhanced its failover module to ensure seamless information delivery. When a primary data source, such as the primary database or ACD fails, the neXorce failover module will attempt to reconnect to the primary source using customer requirements and specifications. If the primary source is still unavailable, the module will connect to the secondary source.
At the same time it has added a data grid feature to its XforceView PC desktop application allowing users to display KPIs and metrics in a handy grid format. The firm has received many requests to show a data grid of information, especially from work at home agents.
“I am as excited about this new release of neXorce as I was when neXorce was first released,” said Dan Boehm, VP of Sales and Marketing. “neXorce is a world class product and these new features and additions to the solution will help reduce the operating costs of a call center by improving the efficiencies and effectiveness of the call center.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Jessica Kostek