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Unified Contact Center Reporting

Unified Contact Center Reporting consists of two processes and middleware software.  The two processes are Contact Center Activity Monitoring and Unified Reporting. The middleware software is neXorce which controls the two processes.  Contact Center Activity Monitoring (CCAM) extracts the data from sources such as CRM, WFM, or your own in house database.  The second process is Unified Reporting which automatically builds and sends reports to predetermined devices.  The unified reports are available on LCD screens, web based reports, desktops, wallboards, email or smart phones.

unified-contact-center-reporting

Read about Contact Center Activity Monitoring
Read about Unified Reporting  

Using contact center activity monitoring Spectrum collects contact center metrics from many different platforms including:

Additional call center application reporting is possible utilizing similar tools to capture data from your CRM, WFM, IVR, or you in house proprietary data source.  

For much more information about integration with your ACD contact Spectrum.

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