Cisco Introduces Unified Intelligence Suite for the Contact Center

On August 18, 2008, Cisco Systems introduced the Cisco Unified Intelligence Suite, a state-of-the-art business intelligence solution for the contact center. Built on a Web 2.0 framework, Cisco Unified Intelligence Suite can draw information from virtually any source and represents a new direction in pulling together information for contact center performance management and analytics.

This product announcement is the culmination of Cisco’s acquisition of Latigent that occurred in September of last year. Latigent was a contact center business intelligence platform that was clearly ahead of its time – so much so that the two company founders had a hard time getting their message out to a user community that was, by and large, used to looking at fairly similar performance management products. A few customers “got it” and bought the Latigent product but I think it was when Cisco took a look at it that the light bulbs went on.

Latigent provided Cisco with a way to get at data that was meaningful to their customers and offered a flexible platform upon which to build future applications in line with the companies internet protocol (IP)-based product strategy. It wasn’t a surprise to see Cisco acquire Latigent, it was a surprise to see how long it took Cisco to acquire Latigent.

The Cisco Unified Intelligence Suite is based upon the Latigent platform and characterizes Cisco’s commitment to fully embrace Web 2.0 and the business intelligence power that it brings to the customer service function. The Unified Intelligence Suite brings non-traditional information to the contact center, encompassing the personalization of the desktop workspace and enterprise collaboration through the sharing of dashboard information and reports.

As a comprehensive reporting package, Unified Intelligence Suite comes with standard Cisco report templates enhanced by the former Latigent’s report wizard that made it among the most user-friendly platforms in the business intelligence market. Users can also customize reports as desired.

Users can design dashboard information mashups that incorporate data that is most useful to them, including data from nontraditional sources. As with all performance management products, access to dashboard performance data is limited as appropriate.

Among the smart things Cisco has done with the introduction of Unified Intelligence Suite is design it so it can be used with non-Cisco products. This allows Cisco the flexibility to compete with niche vendors as well as the other major infrastructure solutions providers. Unified Intelligence Suite can be implemented as a standalone solution even if the customer has no other Cisco equipment in the contact center.

The introduction of the Unified Intelligence Suite underscores Cisco’s commitment to the contact center market, and to workforce optimization. It is tangible evidence of Cisco’s ability to understand and respond to the changing needs of the contact center environment.

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