James Snape - Init()

Saturday, June 12, 2004

Hello and welcome. I'm a program manager for a company called Exony where I look after their contact centre reporting system. I don't get to code as much as I used to but when I can it's usually C# or SQL.

General

by James Snape This posting is provided "AS IS" with no warranties, and confers no rights.
posted on Saturday, June 12, 2004 1:59:52 PM (GMT Daylight Time, UTC+01:00)

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Wednesday, February 22, 2006 5:17:30 AM (GMT Standard Time, UTC+00:00)

Hey James, Buddy this might be a little old but then if I may ask you for some details on what kind of work you guys are on to in terms of Contact Center Analytics, I do not get it quite well on the Exony site,
Is it a platform that you guys developed integrating cll center technology components like an ACD, QMS, WFM... etc and then bought it to a database where you could pull in information the way you wanted to enable further analysis... or is it the Microsoft CCF way

Regards
Rituparn

Rituparn

Wednesday, February 22, 2006 10:14:57 AM (GMT Standard Time, UTC+00:00)

Hi Rituparn,

All of those components you mentioned but also Cisco ICM have mechanisms for extracting data feeds. We import them into our own datamart for correlation and reporting.

Regards,
James.