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Speedware Introduces Media Symposium Analytics

Speedware Ltd, a global provider of business intelligence solutions, has announced the release of Media Symposium Analytics, an extension of its powerful OLAP technology, that offers advanced dashboard reporting to Nortel Symposium Computer Telephony Integration (CTI) technology users.

Speedware's latest release is designed to facilitate the decision-making process of contact center managers, by providing a powerful analytic solution that instantly plugs into their Nortel Symposium system and allows them to easily analyze their call center data. By providing Nortel Symposium users with a clearer perspective on their data, Media Symposium Analytics is ultimately geared to helping call centers improve their operational performance and strengthen customer relationships.

Media Symposium Analytics offers call center managers a user-friendly dashboard interface that helps visualize performance through intuitive charts and graphs. Media's powerful OLAP technology also allows users to seamlessly compare their Nortel Symposium CTI data with other key contact center technologies such as ACD, IVR, Workforce Management, CRM, and ERP, to obtain a complete picture of all aspects of their call center performance. Speedware's solution enables users to store a greater amount of historical data, providing them with a more comprehensive source of information to identify trends in agent performance and customer behavior.

"This provides readily accessible information in a form we really need to manage our telephone operations," says David Randall, IT Director from Primecare Primary Care, a Speedware Customer and Nortel Symposium user. "Speedware's strengths in analytical tools are an excellent complement to our Nortel Symposium system. Media's insightful interface can help us easily understand how our call center resources are performing, while allowing us to quickly identify opportunities to improve our operations."