Your need to know what’s going on in your call center, but you have a problem. The data you need to answer simple questions is spread across several different systems, applications, and databases. You can’t even get at the data, let alone analyze it.
What’s more, this raw operational data is incompatible — different systems think differently about the same customer, the same agent, the same call, e-mail, or Web request.
If only you had a way to bring it all this data together in a single, uniform foundation built from the ground up to help you make informed decisions..
Symmetrics nVISION Data Mart is that foundation. It’s a data warehouse optimized for reporting and analysis of call center data. Whether you have many sites or just one, nVISION Data Mart automatically retrieves data from all common call center systems and centralizes it in a single data repository.
Integration with Leading Contact Center Systems
Through out-of-the-box or custom-built data adapters, nVISION Data Mart integrates data from any contact center system, application or data source, including:
- Automatic Call Distribution (ACD)
- Interactive Voice Recognition (IVR)
- Workforce Management (WFM)
- Help Desk/Service Ticketing
- Computer Telephony Integration (CTI)
- CRM, ERP or any other enterprise systems
- Custom applications