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Call Center Reporting Done Right with Spectrum Professional Services

TMCnews


TMCnews Featured Article


June 29, 2010

Call Center Reporting Done Right with Spectrum Professional Services

By Susan J. Campbell, TMCnet Contributing Editor


It took a while but companies have finally woken up the realization that the call center is a veritable gold mine of data that can be used to improve the customer experience, boost sales and increase revenue. As a result, companies today are collecting more data than ever from their call center systems - and many of them are hungry to find even more silos of data they can tap into in order to gain new insights into agent performance and trends in customer behavior.

 
But deciding which silos of data to draw upon - and more importantly how to package the data and use it effectively - remains a constant challenge. As a result, it is important to consult with professionals who can architect a call center reporting system that truly matches the organization's needs - professionals who know how to set up the call center reporting system correctly in the first place, as well as provide ongoing support to assist the organization in its ever-changing call center reporting needs.

This is why Spectrum Corporation, a leading provider of call center reporting solutions, offers a Professional Services division to help its clients carry out implementations properly and get the most out of their call center reporting systems. Spectrum (News - Alert) provides its customers with both the products and services necessary to turn the call center into the central hub of intelligence for an organization.

The company's Professional Services division offers complete support, administration and customization of the Spectrum Enterprise Software packages. These packages are developed specifically on the basis of the needs of a particular client, ensuring their needs can be met in order to accomplish the overall goals and strategies of the organization.

Clients can also take advantage of on-site installation, training and product back-ups, as well as annual software clean-up and support for Spectrum products.

Hardware professional services are offered to clients seeking to customize hardware to fit within the specific needs of the call center and the overall organization. Such needs can include unique interfaces, custom mounting, cabling wellness check-up (offered only for Spectrum Products) and site surveys to gather information for the preparation of hardware recommendations.

Project management is also provided by Spectrum, helping client companies to make intelligent business purchases. When project management is not done correctly, it can cause projects to fall far behind schedule. This can stretch out installation times and increase the overall cost of the project. At the same time, this also lengthens the ROI time.

Spectrum's Professional Services division specializes in integrations with Avaya products. Through these integrations, customers with Avaya (News - Alert) systems can deftly create custom real-time and historical reports (including screen painter reports) remotely. The Professional Services division also offers on-site training for the development of custom reports.
Solutions also include: CMS data migrations to bring historical data from older CMS to a new CMS; CMS report verifications to verify the functionality of reports; CMS custom interfaces; CMS automated data retrieval; CMS printer install; and CMS C-LAN installation for the administration of the CMS to function with a C-LAN card.

To learn more about Spectrum Professional Services, click here.
 

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Patrick Barnard







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