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 parameters to [...]

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 [...]

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 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. [...]

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 [...]

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 and motives [...]

It’s that time of year again. The ever present New Year technology predictions are sprouting like spring time weeds in my grandfather’s tomato garden. This seems to have sparked a renewed energy around the topic of RSS. I must say, it’s exciting to see a continually growing surge in discussion and awareness around RSS and [...]

Heres one of the first steps in starting your company’s Business Intelligence strategy: Take an Inventory of all of the reports that get distributed throughout your organization, and who they go to. Next to each report put how many man hours are required to generate that report. This should be an eye opening experience.
Look for [...]