More Customers Continue To Deploy Symmetrics’ nVISION Data Mart
More Customers Continue To Deploy Symmetrics’ nVISION Data Mart To Improve Their Contact Center Reporting And Performance Management
Recent Customer wins include Ontario Provincial Police, excelleRx, Inc., and Kaiser Permanente
VANCOUVER BC, CANADA—Symmetrics Business Intelligence Solutions Inc. today announced that more leading companies and government organizations are choosing the Symmetrics nVISION Data Mart solution to improve their Contact Center reporting, analysis and performance management. With nVISION, companies can obtain visibility and insight into their critical contact center data, and optimize performance as a result.
Recent customer wins include:
Ontario Provincial Police (www.opp.ca): The OPP, headquartered in Orillia, ON, has deployed the nVISION Data Mart v1.5 for their Nortel Contact Center Manager Server V6 (CCMS; formerly called Symposium Call Center Server) environment. The unique deployment of the Data Mart consolidates data from 10 CCMS servers, and because of the solutions automated data transformation processes, allows OPP to do extensive call-by-call analysis on both a site-by-site and aggregated basis, which was not possible with the native CCMS call-by-call data.
excelleRx, Inc. (www.excellerx.com): excelleRx, Inc. is the market leader in pharmaceutical care for niche disease markets, providing expert medication consultation and pharmaceutical distribution services by using technology and clinical expertise to change the way medication is deployed. The company deployed the nVISION Data Mart for their Nortel-based contact center that includes three version 5 Nortel Contact Center Manager Servers. Through Symmetrics Professional Services team, the data mart was also customized to integrate data from their IVR system, allowing them to track and analyze every aspect of a call’s lifetime in both the Nortel ACD and IVR system from cradle to grave. Data from their Blue Pumpkin workforce management system was also integrated, allowing excelleRx to create and automate an Agent Scorecard reporting process to help evaluate and coach agents’ performance.
Kaiser Permanente (www.kp.com): Kaiser Permanente is one of America's leading health care organizations, delivering quality care to more than 8 million members. The company is deploying the nVISION Data Mart in one of its primary Nortel-based contact centers to allow for archiving of its critical contact center data for longer periods in order to do better trend analysis on its contact center activity. The company is also considering a wider deployment of the Data Mart across multiple contact center sites it operates.
The nVISION Contact Center Performance Management solution suite
In May 2005, Symmetrics announced the general availability of its nVISION Contact Center Performance Management solution suite. Modules include: Data Mart, Reports and Performance Manager. nVISION provides reporting, analytic and performance management functionality, helping contact centers effectively manage and leverage their critical business information.
New Version Data Mart 1.5
In June of 2006, Symmetrics launched a new version of the module: nVISION Data Mart Version 1.5. The nVISION Data Mart enables contact center managers to consolidate, access and analyze data from their contact center applications, improving their visibility into critical information such as agent performance, system configuration and call flow, and call lifetime details.
“Our customers are seeing value in choosing us to help them access and analyze the information in their contact center.
