Call center reporting has been adopted in virtually every industry as a way to monitor an assist the quality of service being provided by an agent. The education field is no different, and with the advent of multi-departmental phone systems the need for call center reporting is at an all time high. Recently an anonymous university in the UK went looking for a new way to increase the productivity of their communications center. They turned to Spectrum (News - Alert) corp for their needs.

This university had an existing system of wallboards but felt that with new technology available they would be able to provide more and better information to their agents. The university also felt they would be able to utilize the same solution to communicate to the students and visitors to the campus. 

The customer need to have flexibility in its solutions and had a number of other requests in their quote. They wished to be able to display different information to different customers depending on where they were calling and what resources were available. They also wanted support for messaging, video, real-time information display and support for their redesigned website.

Spectrum worked with a reseller to demonstrate the capabilities of the Spectrum Solution. This customer was shown the neXorce software which would be used to capture the real time data from the Avaya (News - Alert) CMS ACD and the customers home grown internal databases. VectraView is the software that is being used to create content, schedule and run the LCD screens the customer has around the campus.

NeXorce capture data from more sources using socket connections, ODBC, XML, Data Emulation, or from the web. It can then publish the information to an LCD screen, wallboard, desktop, dashboard, smart phone, web report and to IP phones.

The university benefited in a variety of ways after installing the Spectrum solution. It now has faster and better decision making capabilities because of new data being displayed and information that is easier to see and read. Agents are adhering to the schedules and are aware of the status of the call center because of the information the solution provides in real time. Plus the interconnectivity keeps staff informed more effectively by allowing team leaders and managers to reach them at any time.  

The solutions also keep the student body up to speed and make the campus look modern; with live streams of up to the minute information almost everywhere. The metrics, reporting and communication unification that spectrum corps solution offered helped them accomplish everything they needed to.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco