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Symmetrics nVISION Data Bridges Helps Customers Integrate Contact Center Data

By Amanda Ciccatelli, TMCnet Web Editor

These days, data warehouses are used for more than just strategic reporting, analytics, and forecasting. Now, companies are investing significant resources to integrate valuable information contained in their data warehouse into their day-to-day operations. Incorporating business intelligence into operational decision making enables organizations to optimize business performance throughout the day.

Symmetrics Business Intelligence, a provider of reporting and analysis solutions for contact centers, has released the general availability of its nVISION Data Bridges to help customers integrate data between key call center systems. Based on the company’s 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.

For over 15 years, Symmetrics has developed, implemented, and supported software that solves the problem of reporting and analyzing data from any system or application found in any size call center around the world. The company applies its best practices to the specific domain of the contact center to fit unique reporting and analysis needs of its customers.

“Data extraction, transformation and loading are at the heart of our reporting and analysis solutions for contact centers,” said Richard McElroy, Symmetrics’ president and chief operating officer, in a statement. “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.”

The family of nVISION Data Bridges automatically extract data from automatic call distribution (ACD) software from Avaya, Cisco (News - Alert), and Siemens, and loads that data into workforce management systems. In addition, the nVISION Data Bridges for Avaya CMS Call Record Data allow call detail data to be extracted from the external and internal call history interfaces and loaded into industry standard databases.

“This is an example of a customer-led product development initiative,” said 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.”

Each nVISION Data Bridge is priced separately and can be deployed independently or with other nVISION Data Bridges or Symmetrics solutions.

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