TDC Contact Center Europe Chooses Symmetrics for Reporting, Analysis, Performance Management
Tasks Which Took Hours Now Take Seconds for Danish Customer Service Center
VANCOUVER, BC — Symmetrics Business Intelligence today announced that TDC Contact Center Europe A/S has selected the Symmetrics nVISION Data Mart for its reporting, analysis and performance management needs.
“The nVISIOn Data Mart has vastly accelerated our reporting,” says Jack Frost, the 250-agent call center’s report analyst. “Routine reporting tasks that used to take hours now take seconds. We no longer have to grapple with reams of old spreadsheets to do historical analysis, and we can see all of our agent performance and agent scheduling data in one place, where we can act on it.”
Based in Sonderborg, Denmark, TDC Contact Center Europe is a 250-agent outsourcing contact center with customers in telecommunications, banking, retail, travel and transportation. It is also a customer service center for parent company TDC, Denmark’s leading provider of communication solutions.
As the heart of Symmetrics’ nVISION Suite of reporting and analysis solutions for contact centers, the nVISION Data Mart extracts, transforms and loads data from all major data sources such as automatic call distribution (ACD), interactive voice recognition (IVR), customer relationship management (CRM), workforce management, and virtually any other system — packaged or custom-built — found in today’s contact centers.
In this case, the nVISION Data Mart integrates with the TDC Contact Center Europe’s three Nortel Contact Center Management Systems (CCMS), two IEX TotalView workforce management systems, and its Nortel Contact Center Multimedia (CCMM) server.
Frost says the nVISION Data Mart provides three key benefits. The first is providing a five-year historical repository of customer, agent and application data for analysts and managers to conduct trend analysis. “Prior to the nVISION Data Mart, we had to save this data in daily, weekly and monthly spreadsheets,” he notes. “Many times we would need to analyse some historical distributions on campaigns we’d done three or four years ago, and the data just wasn’t easily available. It had to be manually put together from old customer reports, or these old spreadsheets.”
The second benefit is marrying contact center performance data with agent scheduling systems so managers can spot any staffing-related problems and act on them quickly. “It was cumbersome and time-consuming to eyeball two streams of incompatible data to answer simple questions like ‘Are service levels dropping because of break schedules, or faulty meeting planning?” Frost explains.
“Now we can look at contact data — including fax and email — and staffing data in the same view, and do quicker and deeper analysis to see where problems might crop up.”
The third major benefit is allowing TDC Contact Center Europe’s agents to share systems used by other, separate TDC contact centers without impacting reporting and analysis. “If we were to replicate all those system’s data, we’d be swamped,” says Frost. “The nVISION data mart picks out our data — and only our agents’ data — and replicates that into our database for reporting and analysis.”
About Symmetrics
Symmetrics Business Intelligence Solutions software drives reporting, analysis, and performance management in over 500 contact centers around the world. For more information, please visit http://www.symmetrics.com.
