Latigent's BlueVue X-Ray Edition 3.0 is X-Ray Vision' for Your Call Center

By Patrick Barnard

TMCnet Assignment Editor

 

As the call center increasingly becomes the “business intelligence center” of the enterprise, it has become critical for call center managers and high level decision makers to have the tools they need to get a detailed view of all of the center’s operations - from agent performance to customer intelligence to call history.

  

One such tool is Latigent’s (News - Alert) BlueVue 3.0 X-Ray Edition, the latest version of its Business Intelligence suite. This new version introduces Real Time Performance Manager (RPM) and “cradle-to-grave” reporting for Cisco ICM & IPCC, plus expanded support for Cisco IPCC Express. According to the company, it takes report personalization for managers and executives to an “all new level.”

 

BlueVue’s Business Intelligence suite represents the convergence of business intelligence, performance management, reporting and analytics for the call center in a single product.

 

Mark Surico, director of business development for Latigent, said in a press release that using BlueVue 3.0 X-Ray Edition is like taking “an X-Ray of every aspect of your call center.”

 

“BlueVue’s capability to read and consolidate multiple sources of data allows contact center management the ability to fully monitor, track and report upon each customer contact event regardless of locations and transfers,” he said.

 

X-Ray Edition’s new BlueVue Supervisor Portal with RPM lets front line managers monitor agent performance in real time on metrics such as schedule adherence, sales conversion and quality. It supports all major workforce management tools and ACDs and thus eliminates the need to rely on proprietary real time adherence applications from individual vendors. With this powerful tool, supervisors can create their own exception-based reports and dashboards via their web browser; thus eliminating the need to use IT resources in order to make changes. With RPM integrated into BlueVue’s product suite, managers can measure current call center performance and measure it against historical performance.

 

Other new features include Avaya (News - Alert) ACD to Cisco IPCC data migration tools; support for enterprise class scalability and flexible deployment architecture; and real-time data warehouse and operational dashboards.

 

“With the release of BlueVue 3.0, Latigent’s deep pedigree in the contact center industry is apparent,” said Paul Stockford, chief analyst at Saddletree Research, in a press release. “BlueVue 3.0’s real-time performance measurement capabilities, among other new features, are raising the market’s competitive bar in terms of what customer care executives should expect from a business intelligence and performance management solution.”

Latigent is an international provider of business intelligence, performance management and call center management software. For more information, visit www.latigent.com.

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