Spectrum services Cisco with call center software and reporting solutions through our Unified Contact Center Reporting platform. For Cisco UCC Express and Enterprise (UCCE) the call center reporting software captures data from the Cisco platform as well as other data sources such as CRM, WFM, or your own in house database and creating unified reports and dashboards. Spectrum call center reporting for your Cisco platform includes dynamic charts and graphs, thresholds that can be set and adjusted by the administrator and adjustable fonts for easy viewing reports from across the room.

Reports from the Spectrum NeXorce software include: Dashboards, Wallboards, Desktops, Web Reports, Email, Smartphone reports, and more.

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Cisco Call Center Software Benefits:

  • Enhanced Dashboard, Desktop and Wallboard reports provide the data in the format required by the business.
  • Combined data from Cisco and other data sources.
  • Summarized reporting with drill down from macro view to a micro view of the data.

Integration – NeXorce Software with Cisco UCCX and Cisco UCCE

Our Unified Contact Center Reporting Software integrates with Cisco to extract CSQ and Agent data.  Other data sources are also connected to and the data is collected and added to the reporting.  Coupled with Cisco, the unified contact center reporting software can fully utilize capabilities to provide key benefits to mangers. These benefits include the enhanced and accurate monitoring of critical KPI’s, more informed decision-making, mobility and alerts that will enable pro-active decision making.

Dashboard and Wallboard Functionality

Using dashboards and wallboards to display collected data from Cisco, CRM, WFM and in-house sources can greatly assist members in the contact center with up-to-date information and metrics on performance. The dashboards and wallboards can also utilize this data to provide threshold and variance alerts to quickly get the attention of the managers and agents.

Cisco Call Center Management Software Benefits

Cisco Unified Contact Center Enterprise allows supervisors to view call center agent status, send text chat messages to agents, silently monitor agent calls and more.

Other benefits for call center managers include:

  • Mission-critical call center reporting made possible by real-time and historical data
  • The Cisco Unified Contact Center Management Portal provides a Web-based user interface to simplify administration
  • Streamlined administration for centralized management of the call center

Contact Spectrum for more information about  Unified Contact Center Reporting for Cisco.