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July 15, 2009
Symmetrics Presentation for Channel Partners: "The Contact Center Business Intelligence Opportunity"

Add Value to Customer Solutions and Close More Business…Even in a Down Economy

Business Intelligence (BI) - otherwise known as reporting, analytics and performance management - is a critical and high-priority technology in any organization. It is also extremely important within any contact center, as it can deliver extremely high value functionality in an environment that is driven by data and numbers. Yet most contact centers don’t have any kind of strategic Business Intelligence strategy, methodology or solution that allows them to leverage ALL of their contact center data to make better, more informed decisions. In most cases, reporting and analytics is done inconsistently and inefficiently using spreadsheets, and manual data extraction and manipulation processes.

What does this mean to you as a Nortel sales resource or channel partner selling contact center solutions? It means BI represents a tremendous opportunity to deliver additional value to your contact center customers and help them solve a very real and pervasive problem they face. Moreover, BI is a proven recession-proof technology; investment in reporting and Business Intelligence solutions can help contact centers and their entire organizations survive and even thrive in these trying economic times by identifying opportunities to save money, gain efficiency and generate new revenues based on insight into corporate data.

Richard McElroy, VP & COO of Symmetrics, presented to Nortel channel partners on this topic at INNUA’s Global Connect 2009 in Pittsburgh this past June. In this session, he reviews a number of relevant areas within this topic, including:

  • What is Business Intelligence? (a quick BI primer)
  • Why BI sells (even in a down economy)
  • The BI value proposition for your customers…and YOU!
  • How to sell BI solutions to your customers

View the entire recorded presentation below.

January 25, 2007
Analyst Report: Ventana Research Recommends Symmetrics nVISION Suite

Ventana Research - the leading Performance Management research and advisory services firm - recently published an article recommending Symmetrics nVISION solution suite for contact centers requiring improved reporting and analytic capabilities in order to facilitate better performance management.

Recent research by Ventana Research shows that less than one-third of companies are able to produce a scorecard displaying all the key metrics needed to assess how well their contact centers are performing. The main reason is that few have deployed systems capable of extracting the base data they require from the variety of systems in their centers. Symmetrics offers, as summarized in the article, software to solve this issue, particularly for companies using Nortel’s CCMS/SCCS products to manage their call handling. Users can use either the standard reports provided by Symmetrics or their own preferred analysis and reporting tools to develop reporting fed by the Symmetrics data mart.

To read the entire article on Ventana's site, click here.  

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