Customer Success Stories

For Large U.S. Specialty Pharmacy, Symmetrics nVISION Suite Unifies Call Detail from Four Contact Centers

Symmetrics helped channel a torrent of call-detail data into coherent reports, and helped geographically spread-out teams tune their performance to key metrics.

nVISION Data Mart provides singular reporting view of three Nortel ACDs, two IEX TotalView servers and more
“The nVISION Data Mart has vastly accelerated our reporting,” says Jack Frost, report analyst for this Danish outsourcing call center. “Routine reporting tasks that used to take hours now take seconds. We no longer have to grapple with reams of old spreadsheets to do historical analysis, and we can see all of our agent performance and agent scheduling data in one place, where we can act on it.”

Report Specification, Design and Development for New Call Center Software Product
Symmetrics assisted Nortel Networks Corporation in the developing the report writing component of its next generation call center product, Symposium Call Center Server.

nVISION Data Mart integrates Nortel ACD, IVR Data for Significant ROI
This Quantified Value case study not only provides information on how Symmetrics’ solutions solve real problems in the contact center, but also to demonstrate this projects specific financial impact and return on investment in tangible terms. Symmetrics’ nVISION Data Mart - allows BCBSKC to accurately measure how well their health insurance customers are serviced through Nortel’s Integrated Voice Response (IVR) options and Contact Center skills-based routing.