Spectrum Corp.

• Serves contact centers in the telecom and customer service industries.
• Consolidates real-time and historical data from leading contact center platforms and other business systems.
• Transforms raw data into Key Performance Indicators (KPIs) that are easy to see and act on.
• Delivers information to TV wallboards, agent and manager desktops, web reports, email, and mobile devices.

Core product families

• NeXorce Enterprise Suite – data management and real-time reporting that combines content from multiple contact center applications and external data sources into one reporting environment.
• VectraView Enterprise – LCD/LED wallboard and digital signage software for displaying KPIs and other visual content on large screens in the contact center.
• XorceView Desktops and Dashboards – lightweight desktop client for agents and managers, designed to show individual and group performance metrics, including for remote and mobile staff.

Key benefits for contact centers

• Improved awareness of KPIs across agents and managers.
• Ability to blend real-time and historical metrics from multiple systems.
• Visual and audible alerts when thresholds are met or exceeded.
• Support for both traditional call center environments and distributed or remote workforces.

For details on each product line, see the separate documents on NeXorce, VectraView, and XorceView.

Phone

• Domestic (United States): +1 713 944 6200

Email

• General and solutions enquiries: solutions@specorp.com

Contact form

You can also reach Spectrum by using the contact form on the website under Contact Us.

Use these channels to discuss how Spectrum Real-Time Visual Solutions can help improve contact center performance and KPI awareness.

• Monitors the "heartbeat" of the call center.
• Combines real-time and historical content from various contact center applications.
• Acts as a unified reporting tool for agents, supervisors, and managers.

Data sources

NeXorce can capture and combine data from multiple technical sources, including:

• Sockets
• ODBC data sources
• XML and JSON feeds
• Delimited flat files
• Web-based data sources

How information is delivered

NeXorce can publish information to:

• Dashboards
• Agent or supervisor desktops
• Web-based reports
• Tablets
• Smartphones

Performance and productivity features

• Visual and audible alerting for critical thresholds.
• Display of goals and variances to improve performance.
• Actionable real-time alerts intended to support better decision making, Customer Satisfaction (CSat), and First Call Resolution (FCR).

Example output modules

NeXorce is part of a broader solution set that can provide:

• Software Suite – LCD wallboards for group reporting.
• Data Management – customized contact center monitoring.
• Desktop/Dashboards – PC-based reports for instant awareness, on-site or remote.
• On the Go – delivery of critical content to phones or mobile devices.

• Displays Key Performance Indicators (KPIs) using graphs, charts, gauges, text, and banners.
• Increases awareness of real-time performance across agent teams and management.
• Provides customizable, visual screens to address daily contact center challenges.

Display characteristics

• Highly visible, vibrant layouts optimized for large LCD/LED displays.
• Large text and data visualizations to maximize awareness.
• Ability to display multiple templates on a single screen.
• Support for rotating announcements while keeping critical information visible.

Example content that can be shown

• Contact center KPIs such as:
• Calls waiting
• Estimated wait time
• Agent idle time and handle time
• Service level and related metrics
• Gamification statistics to increase productivity.
• Local traffic, weather, and news content.
• Scrolling messages for data thresholds or ad hoc announcements.
• Custom content such as birthdays, company event photos, and corporate announcements.

Use cases

• Wallboards for groups of agents in the contact center.
• Visual accountability for performance metrics.
• Motivating and empowering teams with real-time data displays.
• Keeping staff informed of both operational metrics and internal announcements.

Purpose

• Provides a real-time glimpse of current performance for individual agents and groups.
• Allows managers to drill down from group-level to agent-level reporting.
• Supports both on-site and remote agents and supervisors.

Key capabilities

• Lightweight, VPN-compatible desktop client that connects remote agents to the contact center.
• Access to summary data and personal metrics without dominating the desktop.
• POP-UP alerting so the application can run minimized and surface only when action is required.

KPI and performance monitoring

• Tracking of personal and group metrics throughout the day, on-site or remote.
• Monitoring agent availability for call volume and transfers.
• Audio and visual thresholds to alert agents quickly to key metrics.
• Supervisor tools to broadcast ticker messages to teams.

Customization

• Custom KPIs can be designed based on the contact center's specific challenges.
• Flexible charts and graphs make building tailored displays straightforward.
• Support for metrics such as custom service levels and abandonment rates.

Example output modules

XorceView integrates with Spectrum's broader solution set, which includes:

• Software Suite – LCD wallboards for group reporting.
• Data Management – customized contact center monitoring.
• Desktop/Dashboards – PC reports for instant awareness.
• On the Go – content delivered to phones or mobile devices.

Ask anyway — the agent will say plainly that it is not published rather than guess.