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"Latigent"
Yesterday marked the three year anniversary of closing the Cisco/Latigent acquisition, and I thought it a good time to address one of the questions I am constantly asked by those such aspired (as I once was). “How do I get bought by Google, or Cisco, or Oracle, or…” People approach this question as if [...]
Continue Reading →OK, so the title is a bit overstated, but now that I have your attention: A couple months ago Google [quietly] released a hosted charting API. Albeit it lacks the sex appeal of their big splash products like GMail or Google Docs, it tapped my imagination. The basic concept is that your application passes [...]
Continue Reading →Well, WE DID IT!! As most of you know, on Sept. 27th Latigent entered into a definitive agreement to be acquired by Cisco Systems, Inc. (Press release here http://newsroom.cisco.com/dlls/2007/corp_092707.html ) I’m excited to say that last night we executed the final closing documents and officially turned over the keys. I’ve received a lot of [...]
Continue Reading →I was recently asked by Call Center Magazine what I thought the difference between analytics and performance management is so I thought I’d post it here as well. Latigent defines Analytics as the process and enabling tools for root cause and trend isolation. This can range from call volume drivers, to customer segmentation, to agent performance. [...]
Continue Reading →Have you seen the Verizon commercial where the two guys download the 80′s tune “Rock the Casbah”, but instead of singing along to the correct lyrics they misinterpret them into something completely different? Over the course of the commercial they botch the chorus into “lock the cashbox” and “stop the cat box”, which takes a perfectly good rock song and makes it complete [...]
Continue Reading →In case you missed it, Verint made an unexpected play last week to acquire Witness. It’s safe to say that when most of us heard the news we paused for a moment and thought to ourselves, “HUH?” Over the course of the last week I’ve had no less than a dozen conversations with industry analysts and vets speculating the why’s [...]
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