<![CDATA[<style><h1><font size="7">call center performance, call center statistics</font></h1>
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Media Symposium Analytics
 Speedware introduces you to a whole new level of reporting and analytics for your Nortel Symposium data. Based on the interface of Speedware's popular OLAP platform, Media Symposium Analytics extends the power of our proven dashboard reporting technology to the Nortel Symposium user community. Not only does it offer rapid access to information about your contact center operations through accurate reporting, it also delivers advanced functionality that surpasses the capabilities of your existing Symposium reporting tool by offering: |
- Multidimensional analysis drill-down functionality to determine causal relationships between all your Key Performance Indicators (KPI)
- Consolidated graphical interface for all your critical call center data sources
- Trend analysis allowing for the comparison of your real time and historical data
- Sophisticated analytics available through simple point-and-click
- Adaptive OLAP configurations to ensure rapid access to real-time and historical data
- Web access to disparate users for cost-effective deployment
- Secure, enterprise-wide access to powerful analysis tools and vital contact center information
Conventional Symposium reporting presents your data in a standard format that may require a significant amount of time to examine and analyze. Media Symposium Analytics allows you to analyze multiple KPIs in a unique graphical format that enables you to easily visualize performance at a glance. Through Media's dashboard interface, you are able to cross-reference multiple KPIs (For example, abandoned calls by region, by timeframe, by agent, etc…) for comparative analysis and a better understanding how these critical factors interact with one another.
When it comes to improving your call center performance, Media
Symposium Analytics is at the core of your decision making process.
Media also provides drill-down functionality to enable further investigation and identify causal relationships within KPIs to gain greater insight into the performance of your call center. By providing you with a better understanding of your current operations, Media Symposium Analytics helps you analyze strengths and weaknesses to make informed decisions and ultimately enhance your future results.
Whether your operation is small, or large with multiple contact centers or channels, or even multiple technologies (Workforce Management, CTI, ACD, IVR, CRM, ERP etc…), Media empowers you to easily analyze it all through one consolidated graphical interface. Speedware's dashboard interface allows for you to quickly analyze all areas of your call center using versatile charts and graphs to easily identify trends and relationships within your contact center related data. With the ability to integrate other key data sources such as your CRM and ERP systems, you can also determine critical information, such as the profitability of your agents, customers or call center. With Media Symposium Analytics, you don't just get a snapshot; you get the entire picture.
As you may already know, the amount of historical data that your company can maintain is limited to the size of your Symposium database. As such, this may limit your ability to perform extensive trend analysis on vital information, such as call volumes and agent activity. Through Media Symposium Analytics, you are now able to keep track of data beyond the capacity of your symposium database in order to perform a more comprehensive trend analysis based on a greater amount of historical data. This allows you to better gauge how to make appropriate adjustments in staffing levels and training requirements with respect to promotional campaigns, product recalls, and other factors that can affect call volumes.
To ensure rapid delivery of your Symposium Analytics, Media offers an adaptive OLAP architecture that incorporates a hybrid of relational and multidimensional models. This guarantees high-speed access to large volumes of both real-time and historical data to produce analytic reports in the blink of an eye. Media's technology also offers open backend compatibility allowing you to easily access existing reporting architectures and view that data through its analytic interface. Those who use Media Symposium Analytics to understand their history can quickly react to ensure that they are not doomed to repeat it.
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