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April 27, 2009

Interview: Spectrum's neXorce Real Time Reporting Software

By Jessica Kostek, TMCnet Channel Editor

Spectrum (News - Alert) provides discovery, consultation, professional services, installation, training, and maintenance support services worldwide to various markets such as contact centers, financial services, hospitality, manufacturing, energy, network operation centers and any other organization that needs real time data delivered company wide. In an effort to keep providing real time data delivery, Spectrum Corporation recently introduced its neXorce software.
TMCnet had the chance to speak with Dan Boehm, VP of Sales and Marketing about the recent release, our exchange was as follows:
TMCnet: Spectrum Corporation has released its flagship software, neXorce. What does neXorce do?
neXorce is a Real Time Reporting Software that drives Call Center Digital Signage. Spectrum views Real Time Reporting as a process of determining what data directly and immediately affects the call center, capturing that data, scrubbing the data so that it is now information then publishing that information for agents, team leaders, managers and senior managers in order for them to may make informed business decisions immediately. The result of this type of reporting is to reduce call center operating costs or increase revenue or both.
The process of determining what data directly and immediately affects the call center involves the customer. Working with them to understand what their goals are for each of the stakeholders in the call center and the business. This includes the agents, team leaders, call center managers and senior management. Each of these stakeholders have different goals, needs and display requirements.
TMCnet: How did the idea come about to develop neXorce?
The idea for the software came about as a natural progression of the call center industry. Our customers wanted more actionable information and Spectrum wanted to stay ahead of what customers were asking for in a Real Time Reporting Solution.
The decision to develop a new flagship software product was not an easy one. Our then current product, Ultra-Link, was selling well, was stable and had a brand name that was recognized. However, the direction we saw the industry going told us we needed to move on. Microsoft (News - Alert) was also moving in another direction with their OS development tools and we wanted to take advantage of that so in the future we would not be incompatible with their future OS releases.
Another reason for moving on to a new flagship solution was the need to build in features rather than having them as add-on modules. For example, we saw other non-competing software include a web interface in their software and realized that customers were not going to pay for that feature when they were getting it for free with their network monitoring software, CRM and other call center applications. Sure we could have created modules for Ultra-Link that gave our customers what they wanted but everything would be a module making the product more complex and expensive for the customer.
TMCnet: What are some features of neXorce? How long did it take for the software to come to market?
A few examples of what Spectrum built into the product are: the web interface, gauges, charts and graphs with the desktop solution and failover.
The first step was to develop a specification for the product; this took us about eight months. Actually when you consider that we had been thinking about this new flagship product for over two years you could say we had been collecting ideas for three years. The final written specification was more than a 300 page document.
Product development took more than a year, then alpha and beta testing and then final release. We also did compliance testing with the major platform vendors so our customers would know the solution was fully compatible with their ACD. 

Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.

Edited by Jessica Kostek

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