Data Is The Key To Driving Contact Center Performance
PSS have announced a partnership with Symmetrics Business Intelligence a provider of real-time, historical and call-detail reporting solutions for contact center. The nVision product Suite helps address complex contact center reporting challenges.
Under a reseller agreement, PSS Help will incorporate Symmetrics Contact Center Reporting Suite into its portfolio of offerings aimed at helping organizations produce a better customer experience at a significantly lower cost.
“Every day, millions of customers and hundreds of organizations use contact center platforms designed and managed by our company,” says Tony Porter, PSS Help’s Executive Vice President of Global Marketing. “With that kind of volume and variety of customer experience systems, we looked for a partner whose reporting architecture was up to the task. Symmetrics’ broad offering for real-time, historical and contact-detail reporting was a perfect fit for PSS Help’s on-premise, cloud-based or managed-service contact center solutions.” Porter believes "Data drives modern contact performance. If you can't measure it you can't manage it. By pulling all of the data into a single report can be costly and time consuming manual process. This cost can be prohibitive, it also makes it impossible to understand the data in a full and timely fashion. Often by the time MI teams have collated the data, it may already be out of date - reducing its effectiveness for forecasting and business planning".
Under the reseller agreement, PSS Help will resell
· nVision Data Mart, which consolidates data from multiple contact center systems and applications and/or multiple call centers into a true data warehouse optimized for reporting and analytics.
· nVision Info Manager, an intuitive, easy-to-use web-based BI platform to design, access, schedule, manage and interact with all of a contact center’s relevant real-time, historical and call-detail data.
· nVison Real Time, a framework that taps into multiple contact center systems’ native real-time interfaces and APIs to deliver mission-critical contact center metrics in true real-time.
“With the breadth and variety of PSS Help contact center offerings, we felt Symmetrics software would be a natural fit – especially where customer needs are complex due to a multiplicity of systems and applications,” says Richard McElroy, Symmetrics president and chief operating officer. “As PSS Help aids its customers in moving from legacy systems to truly innovative customer experience management platforms, Symmetrics can provide a reporting solution that not only helps with that transition, but will provide the foundation for better performance management as customer needs evolve.”
About PSS Help
PSS Help is an independent specialist systems Integrator and IVR solution provider that helps improve customer interactions, from legacy support through transition of existing architecture and innovation with the design and deployment of new solutions.
With competencies around Genesys, Aspect, Avaya, Cisco and other major contact center technologies, PSS Help delivers complete customer interactions and experiences to supporting individual website and contact center platforms and applications for service providers, telecommunications, healthcare, financial services, utilities, government, transportation and travel markets.
PSS Help serves 150 clients in 19 countries and supports thousands of sites across the globe through offices in Chicago, New York and Dublin (CA), and international offices in Coventry, Melbourne, and Sydney. For more information, please visit www.psshelp.com