Symmetrics Business Intelligence, a provider of reporting and analysis solutions for contact centers, has entered into a partnership with OAISYS (News - Alert), a major player in business voice documentation and contact center management solutions.
Officials with Symmetrics Business Intelligence said the two companies’ flagship products – Symmetrics nVISION Contact Center Reporting & Analysis Suite and OAISYS Talkument and Tracer solutions – now collectively leverage collected quality monitoring data for custom reporting and analytics purposes, offering organizations better insight into contact center operations and call-handling performance.
Company officials said the combined solution is available immediately via on-premises, hosted and hybrid-hosted deployment models.
“At OAISYS, we are committed to continually and rapidly advancing our products while also remaining focused on delivering the utmost solution practicality and flexibility, and this integration partnership is well-aligned with those principles,” said Brian Spencer (News - Alert), president of OAISYS, in a statement.
Spencer said the pairing of OAISYS voice compliance and quality monitoring software with Symmetrics’ best-of-breed reporting and business intelligence solutions enables customers to better identify interaction trends and proactively address areas for contact center process improvement.
“The integration of Symmetrics’ nVISION Suite with the OAISYS solutions delivers tremendous value to contact centers,” said Richard McElroy, president and chief operating officer, Symmetrics.
McElroy said OAISYS customers can now benefit from customizable reporting and analysis functionality to help drive continuous, informed and proactive improvements that maximize contact center efficiency and enhance the customer experience.
Earlier in September, Symmetrics Business Intelligence announced that its nVISION Suite is compliant with two key contact center solutions from Avaya (News - Alert), a global provider of business collaboration systems, software and services.
With the Avaya compliance testing, Symmetrics nVISION Suite will enable customers to integrate both Avaya Aura Contact Center (AACC) and Avaya Call Management System (CMS) data with information from other call center systems – whether ACD, IVR, CRM, workforce management, quality monitoring, web, e-mail or CTI (News - Alert) – for completely customizable reporting and analysis.
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