06/23/2008

ShoreGroup, Inc., a premier systems management solutions and IT professional services firm, today announced that its SextantTM Contact Center Analytics solution for Cisco Unified Contact Center Enterprise will debut at the 2008 Cisco Live Conference in Orlando, FL.

ebizQ received the following:

Sextant is an easy to use, web-based business intelligence solution that empowers contact center management with the information they need to effectively manage critical business processes and performance.

To provide the visibility that enterprise contact centers require, Sextant systematically obtains contact center metrics from across the Cisco Unified Contact Center Enterprise, including carrier networks, IP and TDM contact centers, IVR systems, databases, desktop applications, agents and other resources. The information is stored in the normalized Sextant database, where meaningful relationships are formed that do not exist in contact center system database.

Configurable logic specific to the contact center's business processes, such as data access, geographical locations, role-based views, groupings and financial detail, is then applied to create a rich set of metadata that is presented in powerful real-time dashboard and historical report visualizations.

"Traditional reporting solutions have supplied contact center management with raw metrics. A major shortcoming of that approach is that there's no actual correlation to the contact center's business processes that must be managed," said Jean-Pierre Ferrada, ShoreGroup's Contact Center Services Practice Director and industry reporting expert. "With the size and complexity of today's distributed contact centers the volume of data is staggering, and the need for effective visualization and management across the entire enterprise has never been greater. Sextant's ability to transform raw data into timely and meaningful business intelligence, and to get that power into the hands that can act upon it, allows organizations to realize the full potential that Cisco's enterprise contact center solution can offer."

"Sextant's capabilities were conceived from the perspective of enterprise contact center management, and what resources they need to succeed. For instance, in addition to our dynamic dashboard displays and reporting, we've added KPIs that continuously monitor current center performance across services, call types, skill groups and agents in comparison to established objectives. When KPIs are violated, an incident ticket is opened and management responsible for that specific business process can be immediately notified via email or mobile device," said Robert McDermott, ShoreGroup's Vice President of Convergence. "Together with our CaseSentry Systems Management platform that monitors the availability and performance of contact center systems and networks, the addition of Sextant forms a comprehensive integrated management portal that unites contact center engineering and business teams in a common quest for continual service improvement."

The Sextant Contact Center Analytics Suite is a complete turnkey Reporting as a Service (RaaS) solution. It overcomes the barriers that organizations have in building and maintaining contact center reporting solutions by providing management consultation, system implementation, hardware and software, and ongoing support.

ShoreGroup's solutions will be demonstrated June 23rd through 26th within the Cisco Live World of Solutions Expo, held at the Orange County Convention Center in Orlando, FL.