Cisco ICM/IPCC/CVP cradle-to-grave reporting
By Chris Crosby | August 17th, 2007 | Category: Business intelligence, Call Center, Latigent, Reporting |I have been asked A LOT lately if the Latigent Business Intelligence Suite provides cradle-to-grave call reporting for Cisco ICM/ IPCC and/or Customer Voice Portal (CVP). The short answer is yes, we do.
Without giving away any of our, or Cisco’s, proprietary techniques you can refer to their Solution Reference Network Design (SRND) for Cisco Unified Customer Voice Portal, Release 4.x which I found with a little help from Google.
BlueVue provides a pretty flexible and easy to use filtering and search tool over Cisco ICM’s call detail data. For example, you can run a report for all calls that meet a certain criteria (I.E. Talk Time > 20 mins, or Abandoned in Queue after 60 mins, etc.), or you can search for a specific call by ANI (caller’s phone number) or ICM Call Variable value. You can also drill-down into what we call the “Call Life Report”, which is basically a formatted and visual picture of what transpired on each leg of the call.
Pretty cool, heh? If you have questions or want to see a demo, give me a shout.
As call centers increasingly become Business Intelligence centers - reporting becomes a critical piece of any contact center solution. Latigent is a great Reporting product that is tightly integrated with Cisco contact center product portfolio. Cisco today announced the acquisition of Latigent.
Chris - welcome to the Cisco family
Sunny Kumar - CCBU, Technical Business Development