Lucent Technologies Inc has launched a Windows NT-based call center software server application that helps to analyze and better explore trends in call center performance. CenterVu Explorer works by logging every event associated with a call from the moment it arrives until final disconnect. This captures all the information required, says Lucent. It also enables call center data trends such as area code calling patterns, queue treatments and agent talk time to be monitored via any standard Web-browser. The CenterVu Explorer is an extension of Lucent’s existing CenterVu Call Management Software, which gives real-time summary reports on a call center operations. CenterVu Explorer provides cradle-to-grave reporting of calls on multiple, Web- enabled clients, such as Windows, OS/2, Macintosh, and Unix systems. CenterVu Explorer has both local storage and external archives and provides rapid query access as well as being able to explore broader historical trends. CenterVu Explorer runs on Windows NT with SQL Server. According to the company, hardware requirements for the new system depend upon the call center, but minimally a Pentium processor, with 64Mb of RAM, and suitably configured hard drives are required.
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