Symmetrics Announces Launch of OEM Program

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Leader in Contact Center Reporting, Analysis Offers Business Intelligence Technologies for Third-Party ISVs, Telephony Vendors, Hosted Solution Vendors.

Symmetrics Business Intelligence, a leading provider of reporting and analysis solutions for contact centers, today announced the launch of a comprehensive Original Equipment Manufacturer (OEM) program for software and telephony technology partners.

Included in the “Powered by Symmetrics” program are several of the company’s applications and enabling technologies for reporting and analysis of data from a wide spectrum of contact center systems from leading vendors like Avaya, Cisco, Siemens, NICE, Aspect, Verint, Oracle, and many others. The program marks the first time Symmetrics has offered its products for bundling by third-party Independent Software Vendors (ISVs), telephony-related manufacturers, and cloud-based Software-as-a-Service (SaaS) providers.

“Since we founded the company in 1996, Symmetrics has earned a reputation among ISVs and telephony vendors as a go-to partner for call center reporting,” says Richard McElroy, Symmetrics’ president and chief operating officer. “Key to that reputation are our time-tested business intelligence and data warehousing technologies. This OEM program gives our partners the opportunity to embed powerful reporting and analysis features directly into their own software products or hosted solutions, as well some platform technologies that can help with behind-the-scenes data integration for applications such as workforce management, customer relationship management, and voice analytics.”

Included in the “Powered by Symmetrics” OEM program are:

nVISION On Demand: Symmetrics' revolutionary, cloud-based SaaS solution features a completely componentized architecture that allows “mashable” BI functionality and content to be embedded directly inside of OEM partners’ systems and applications. While nVISION On Demand is available as a hosted solution from Symmetrics, it can also be deployed in an OEM partner’s own hosting environment, and can even be bundled into on-premise solutions as a BI appliance.

nVISION Contact Center Reporting & Analysis Suite: Symmetrics’ flagship on-premise business intelligence solution for call centers is also designed to be bundled with any contact center system or application with an underlying database system. nVISION Suite can also be deployed as a hosted solution, and can be integrated with other SaaS offerings.

nVISION Data Mart: The core of Symmetrics’ on-premise offerings, the nVISION Data Mart is a data warehouse optimized for the analysis and reporting of call center data. Running on virtually any server platform and compatible with all major relational database systems, nVISION Data Mart integrates data from any system, application or data source found in the modern contact center. Its open database schema also allows it to integrate easily with any third-party business intelligence, reporting, data mining or statistical application.

nVISION Real-Time: This dashboard framework delivers browser-based, real-time data displays that enable everyone from managers to executives to monitor key contact center metrics in true real-time. nVISION Real Time can be integrated into third-party systems for display on large, wall-mounted displays or standard desktop applications.

nVISION Data Bridges: The data extraction, transformation and loading (ETL) services that underpin Symmetrics’ BI offerings are available as an embeddable data access layer for OEM partner applications. nVISION Data Bridges can access data from major systems like Avaya/Nortel, Cisco, Siemens, NICE (TotalView and NICE Analyzer), Aspect and others, and can write to virtually any relational database system such as Oracle, Microsoft SQL Server, MySQL, and others. Moreover, nVISION Data Bridges can be used for system-to-system or application-to-application integration — for instance, moving data between an ACD and a workforce management system or voice analytics application.

McElroy says the program is designed to give OEM partners choice and flexibility. “Some of our partners need to embed a soup-to-nuts business intelligence solution into their offerings, while others may only need back-end services for data integration and optimization, or maybe some middle-tier services like scheduling and distribution of data feeds,” he explains. “With our program, vendors can bundle the enabling technologies they need now, with the confidence that they can expand their reporting and data integration capabilities in the future with the same OEM partner.”

About Symmetrics
At Symmetrics, we build, implement and support software that solves the problem of reporting and analyzing data from any system or application found in your call center. We've been doing it for over 15 years, and we do it for call centers all over the world, big and small. What makes Symmetrics different? We take best practices from business intelligence and data warehousing and apply them to the specific domain of the contact center. Our solutions fit the unique reporting and analysis needs of our customers, no matter how many different systems, applications, or call center sites they have. And with hundreds of call center implementations under their belts, our professional services team have the experience and insight to ensure your project's success. For more information, please visit http://www.symmetrics.com.

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Christopher Rouse
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