Cisco agrees to buy call-center vendor Latigent

Cisco Systems Inc. has agreed to buy Latigent LLC, a vendor of call centre reporting tools, and plans to integrate Latigent’s products with its unified customer contact centre systems.

The integrated products will help businesses better manage voice, Web, e-mail and video interactions with their customers, Cisco said Thursday.

Barely one in three businesses with multichannel customer contact centers have a clear idea of how they are doing, according to a report published by Ventana Research Inc. in January. Targeted business intelligence tools like Latigent’s BlueVue, Hardmetrics Inc.’s CCPM or others from Informiam LLC and Merced Systems Inc. are designed to provide that information.

Call-centre operators use the BlueVue reporting tool to filter and search call details generated by Cisco’s Intelligent Contact Management software. It can be used to generate either real-time or historical reports, allowing call-center operators to identify which calls queued for excessive periods, or took too long to resolve.

The Chicago company’s tools also work with Cisco’s IP Contact Center and with systems from Avaya Inc.

Latigent’s CEO Chris Crosby and CTO Jason Kolb will join Cisco after the acquisition closes, Cisco said. It expects to close the acquisition — its 123rd — by the end of October, and will fold Latigent into its Customer Contact business unit. The companies did not disclose the deal’s value.

Would you recommend this article?

Share

Thanks for taking the time to let us know what you think of this article!
We'd love to hear your opinion about this or any other story you read in our publication.


Jim Love, Chief Content Officer, IT World Canada

Featured Download

Related Tech News

CDN in your inbox

CDN delivers a critical analysis of the competitive landscape detailing both the challenges and opportunities facing solution providers. CDN's email newsletter details the most important news and commentary from the channel.