Home ยป Symmetrics nVISION On Demand Adds New Features, Expands Avaya Integration

Symmetrics nVISION On Demand Adds New Features, Expands Avaya Integration

May 11, 2010

Online Software-as-a-Service business intelligence solution for call centers now offers QuickStart package for Avaya CMS

VANCOUVER, BC — Symmetrics Business Intelligence, a provider of reporting and analytic solutions for performance management in contact centers, today announced major upgrades to its hosted business intelligence software, nVISION On Demand. The Software-as-a-Service (SaaS) solution adds dashboards, enhanced visualization, better reporting, and improved usability.

The upgrade also adds a new QuickStart — a pre-built data model with packaged reports — to help users of Avaya’s Call Management System (CMS) begin analyzing their data within minutes. nVISION On Demand also features a QuickStart for Nortel CCMS.

“One of the principal benefits of nVISION On Demand is that these improvements are made to the hosted application without any need for customers to plan or install upgrades or pay an additional cost,” says Richard McElroy, Symmetrics’ president and chief operating officer. “Subscribers can take advantage of these improvements immediately.”

No Software Installation Required

Aimed at smaller call centers that don’t have the budget or resources to support their own dedicated business intelligence deployment, nVISION On Demand offers hosted reporting and analytic capabilities that go well beyond spreadsheets and the standard, built-in reporting found in contact center systems. The online application can quickly create customized reports from different data sources found in systems for automatic call distribution, interactive voice recognition, workforce management, quality assurance, and others.

nVISION On Demand eliminates the need for constant copy-and-pasting to ever-expanding spreadsheets, allowing customers to instead consolidate data into a virtual data mart that dynamically builds over time. Users don’t need to know anything about connecting to underlying databases, access permissions or queries; nVISION On Demand can read Crystal Report files, comma-separated values (.csv) export files and Microsoft Excel spreadsheets — typical output formats for most contact center systems. 

A question-based interface allows users of all skill levels to use simple English-language expressions to analyze data, then share and collaborate without having to e-mail multiple iterations of the same reports.

New Dashboards, Better Visualization

Besides the new QuickStart for Avaya CMS, other upgrades and additions to nVISION On Demand include:

  • The addition of dashboards, allowing users to build customized, at-a-glance views of several key performance metrics at once
  • A streamlined question interface
  • Improvements to data visualization and graphing, including grid visualization and graphics that follow browser resizing
  • Enhanced importing from Microsoft Excel, including .XLSX formats and multiple worksheets within a workbook
  • Additional filters such as “not equal to” and improved support for counts
  • Various speed, performance, workflow and user experience improvements.

Symmetrics nVISION On Demand (http://www.symmetrics.com/ondemand) is offered on a monthly or annual subscription basis; price varies by number of users and storage space, but trial accounts are free and do not expire.  

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 .