Symmetrics Launches New Version of Best-In-Class Contact Center Data Mart
VANCOUVER BC, CANADA - Single or Multi-site Contact Centers can rapidly deploy the nVISION Data mart in order to simplify reporting, expand analytical insight and reduce costs.
Symmetrics Business Intelligence Solutions Inc., a leading provider of reporting, analytics and performance management solutions for the contact center market, announced today the availability of nVISION Data Mart Version 1.5. Symmetrics’ data mart solution addresses the demand from contact centers to more easily and effectively consolidate, access and analyze data from their applications in order to improve visibility into critical contact center performance information such as agent performance, system configuration and call flow, call lifetime details and more.
To achieve the desired level of operational insight, most contact centers are faced with either trying to build out their own data integration solution or augmenting an existing application with new capabilities to fill analytic gaps. In either case, these contact centers risk "reinventing the wheel" and spending unnecessary time to design and implement a viable data model, data extraction processes, and basic report templates.
According to a study done recently by the Aberdeen Group, "75% of corporate executives responsible for contact center operations identified reporting, analytic and information management capability as a top 3 priority in their operations today." Symmetrics nVISION Data Mart combines out-of-the-box contact center data consolidation and integration functionality with contact-center specific enterprise data model to deliver a pre-packaged data platform for contact center reporting, analysis and performance management. The data marts architecture will allow the integration of many contact center data types, including ACD, Workforce Management, IVR and a variety of other systems from leading vendors like Nortel, Avaya, IEX and others.
Major business benefits of the solution include:
- Simplification - via the optimization of contact center data, making reporting against the DM simple and intuitive.
- Lower costs - by reducing or eliminating manual, labor intensive processes associated the reporting and analysis effort.
- Broader visibility – by consolidating data from multiple contact center sites or integrating data from any other data source, allowing a big picture, “360 degree” view of operations.
Key New Feature Summary:
- Extensive integration and transformation of call-by-call data, enabling vastly simplified and extended abilities to do cradle-to-grave call analysis
- Out-of- the- box support for the consolidation of data from multiple contact centers into a single nVISION Data Mart
- Dynamic multidimensional/ad-hoc analysis capabilities via pre-built OLAP cubes
- Enhanced administration and management capabilities
Exceptional value for Nortel Contact Centers
The nVISION Data Mart can work with multiple data sources and applications; however, the nVISION product suite delivers exceptional value for Nortel-centric contact centers. With features including data adaptors and a repository that allow Nortel users to optimize all Symposium Call Center Server/Contact Center Manager Server data (including historical, agent login logout and call-by-call), Nortel users can get up-and-running quickly. A number of Symmetrics customers have deployed a solution within only a couple of days. The nVISION Data Mart has also successfully passed Nortel Compatibility testing for SCCS/CCMS.
