Vancouver, BC (PRWEB) August 27, 2012
Symmetrics Business Intelligence, a provider of reporting and analysis solutions for contact centers, today announced the general availability of its nVISION Data Bridges to help customers integrate data between key call center systems.
Based on components of the company’s industry-leading data warehousing and business intelligence solutions, the nVISION Data Bridges allow data to be pulled from one contact center application or system and loaded directly into another.
“Data extraction, transformation and loading are at the heart of our reporting and analysis solutions for contact centers,” says Richard McElroy, Symmetrics’ president and chief operating officer. “But we know that our customers’ data needs extend beyond reporting — sometimes they just need data exchanged between applications. For instance, agent scheduling is made easier and more effective when the latest agent queue and skillset assignments from your ACD are made available to your workforce management system. Schedule adherence is easier to monitor too.”
Currently, the family of nVISION Data Bridges automatically extract data from automatic call distribution (ACD) systems from Avaya, Cisco, and Siemens, and loads that data into leading workforce management systems like Aspect eWorkforce Management and Verint Impact 360.
In addition, the nVISION Data Bridges for Avaya CMS Call Record Data allow call detail data to be extracted from Avaya’s external and internal call history interfaces (ECHI and ICHI) and loaded into industry standard databases like Microsoft SQL Server, Oracle, IBM DB2, and MySQL.
Each nVISION Data Bridge is priced separately, and can be deployed independently or alongside other nVISION Data Bridges and/or Symmetrics solutions such as the nVISION Contact Center Reporting & Analysis Suite, nVISION On Demand, and the nVISION Data Mart (the nVISION Data Bridges are derived from the latter product’s data management services).
“This is an example of a customer-led product development initiative,” notes McElroy. “Seeing how effectively our nVISION Data Mart met their data integration needs for reporting, many Symmetrics customers suggested creating separate data integration products for uses outside business intelligence. The nVISION Data Bridges are the result.”
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.