Home » Symmetrics Launches New Contact Center Performance Management Solution Suite

Symmetrics Launches New Contact Center Performance Management Solution Suite

June 28, 2004

nVISION is an end-to-end solution suite delivering reporting, analytics, and performance management, for contact centers.

Vancouver, BC - Symmetrics Business Intelligence Solutions Inc., a leading provider of reporting, analytics and performance management solutions for the contact center market, today announced the general availability of nVISIONTM. The newly launched software solution provides reporting, analytic and performance management functionality through its Data Mart, Reports and Performance Manager components. Its flexible component architecture and pricing model has been designed to meet the needs of both small and large scale contact center operations.

The solution consists of the following modules:

  • nVISION Data Mart consolidates information in a central repository from multiple dates sources and/or sites, in order to view performance of all contact center operations across the enterprise.
  • nVISION Reports transforms the data collected into meaningful, structured information for better decision making
  • nVISION Performance Manager allows access and management of all relevant information via the web - including operational reports, custom built dashboards and scorecards - in order to optimize performance
  • nVISION Services enable customers to customize the solution to meet specific needs and to obtain required knowledge to leverage it

A Holistic Approach to Delivering Performance Management in the Contact Center
“nVISION, delivers a cohesive solution architecture that can address all reporting, analytic and performance management needs in an integrated fashion, allowing customers to truly leverage and benefit from information within their contact centers,” explains Mark Cunningham, CEO of Symmetrics. “What makes nVISION different from other vendor solutions is our end-to-end architecture, which we feel provides a superior approach to performance management, and therefore presents a much higher potential for ROI”.

By centralizing and optimizing data via the nVISION Data Mart, a foundation is provided to ensure all the right data is available and accessible. The Performance Management module then ensures that the right information is delivered to the right people in a suitable format for the particular viewer. This may be in the form of standard operational reports, executive dashboards or scorecards. Customers can easily access metrics and KPIs that combine the entire contact center view in conjunction with the goals and objectives of the contact center and the company as a whole.

nVISION manages and runs operational reports, within the data mart foundation, easily deploying OLAP cubes to provide more sophisticated interactive analytics.

Deployment Flexibility
nVision’s modular design means customers can apply the appropriate component independently in order to meet specific issues and budgets within the contact center. When leveraged and deployed as a whole, the solution’s value is maximized by delivering a complete, fully integrated solution that capitalizes on contact center data and. The solution is based on industry standard technologies, ensuring easy integration into existing IT environments.