nVISION Data Mart

• Extensive Integration with Nortel Contact Center Manager/ Symposium
• Nortel Call-By-Call Data Support

Symmetrics nVISION Data Mart provides the core foundation needed to optimize the performance of your contact center. It collects and consolidates data from any number of sources so you can more effectively access, analyze and manage information across your entire contact center operation.

Insight derived from contact center operations and transactions - whether from within a single location or across many, or whether generated by phone, web, or e-mail - is critical to achieving optimal customer satisfaction. Symmetrics nVISION Data Mart solution automatically retrieves and centralizes data from one or many multi-channel contact center sites and data sources, enabling the delivery of both an enterprise-level view of contact center operations as well as the granular details required to run day-to-day operations.

Ideal for the Nortel-centric Contact Center
Based on Symmetrics first hand knowledge and years of experience working with Nortel Networks based contact center customers and technologies, the nVISION Data Mart delivers pre-built data models, transformation logic, and data extraction processes for Nortel's Contact Center Manager (formerly Symposium Contact Center Server and Symposium Express Contact Center) and Meridian MAX ACD. Other Nortel Networks Customer Contact systems that can also be custom integrated into the nVISION Data Mart include:

• Contact Center - Multimedia /Symposium Web Center Portal
• Media Processing Server (MPS)/Intelligent Call Manager (ICM) IVR
• Call Center Management Information System (CC MIS)
• Business Communications Manager (BCM)
• Norstar Basic Call Center System
• Succession Communication Server
• Meridian LINK/CTI solutions
• Periphonics Portfolio applications
• And other Nortel products

Customize to Integrate Other Data Sources
Other contact center applications and data sources can be integrated into the solution through other pre-built data conduits and storage schemas available from Symmetrics, or custom developed by Symmetrics professional services. Additional data sources can include:

• ACDs (Aspect, Avaya, Rockwell, Cisco, Genysis, and others)
• Help Desk (Front Range, Remedy, Magic and others)
• Work Force Management (Aspect, Blue Pumpkin, IEX and others)
• Web/Email Interaction (Kana, EGain and others)
• IVR and CTI applications/systems
• Any other contact center or enterprise systems

Extensive Integration with Nortel Contact Center Manager/Symposium
The nVISION Data Mart provides out-of-the-box compatibility with Nortel's Contact Center product suite (formerly Symposium Call Center Server/Express Call Center). Complete integration and support for all Historical, Call-By-Call and Agent Login/Logout data enables you to report on and analyze your Nortel-based contact center like never before.  Features and functions specific to these environments include:

• Automated and schedulable data transfer services to extract, transform and load data
• Replication and storage of all available Historical data
• Replication and storage of all available Agent Login/Logout data
• Support for consolidating data from multiple SCCS/CCMS environments
• An administration and management module to control critical elements of the data mart, including server connectivity, data transfer schedules and length of data archiving

• Extensive data transformation and optimization, delivering pre-calculated call-by-call statistics readily available for reporting purposes
• Built-in multiple time dimensions (yearly, monthly, weekly, hourly, interval dimensions) allows for more flexible call-by-call reporting
• Unique "Reporting ID" identifier allows for better data relationship and linking, improving ability to track complete call lifetimes
• Improved reporting and analysis capabilities for:

  - Call and Caller ID

  - Time on Hold

  - Talk Time by CDN

  - Skillset Answer/Abandon/Delay

  - Application Transfer

  - Dial Out Activity

  - Call Log Detail