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.