Get the Complete Performance Picture

Data is not enough. To manage performance in the contact

center, you need information — relevant data delivered when

and where you need it. Symmetrics nVISION Info Manager is a

complete business intelligence platform for creating reports,

dashboards and scorecards with real-time, historical and

call-detail data in a secure, web-based environment that can

be deployed in the cloud, on-premise, or both.

Create, Share & Interact with Contact Center

Reports, Scorecards & Dashboards

Contact Center Solutions

Report > Analyze > Manage > Perform.

Create, Share & Interact With Contact Center Reports, Scorecards & Dashboards

Symmetrics nVISION Info Manager uses an intuitive “ask questions,

get answers” interface to help you create, publish, distribute,

schedule, manage, share and interact with all your contact center’s

real-time, historical and call-detail data.

Easy, intuitive dashboards, reports & scorecards

Symmetrics nVISION Info Manager is a complete web-based

business intelligence platform that lets you design, publish,

distribute, schedule, manage, share and interact with all your call

center’s relevant historical, real-time and call-detail information.

Managers, supervisors and agents use intuitive, easy-to-

understand dashboards, reports and scorecards to interact with

data according to tightly controlled security settings.

Ask questions, get answers

nVISION Info Manager uses our revolutionary "ask questions,

get answers" plain-language interface to empower users to seek

out the information they

need. Instead of forcing you

to use difficult report design

software or construct

complex SQL queries,

nVISION Info Manager lets

you build reports by simply

asking questions using plain

English terms common to

your business, such as

“agents,” “calls” or “queues."

Results are then

automatically displayed

optionally as a table, chart or

graph, and saved as a report

or added to a dashboard.

Step 1: Ask a question Choose the data you want by selecting from a list of familiar contact center terms, then sharpen your question by selecting how you want the results organized while filtering out unwanted data. Give your question a name and click “save” — you've created a report!

Step 2: Fine-tune your report and start analyzing

With a few clicks you can choose different graph or chart formats,

add sub-totals, change the sort-order or add new labels. Now

you're ready to explore your data and dive into more illuminating

detail. Is your average speed of answer too long? Drill down into

ever-deeper levels of detail (from region to call center

site, then to team and agent) until your questions are answered.

And nVISION Info Manager reports are dynamic — when new data is

uploaded, your reports are updated automatically too.

Step 3: Add your report to a dashboard

It usually takes more than one report or chart to manage a

call center. With nVISION Info Manager, you can combine up

to four reports or charts into a single, dynamic,

always-up-to-date dashboard that gives you all the

information you need at a glance.

Deploy on-premise or in the cloud — or both

nVISION Info Manager’s revolutionary architecture means it runs

equally well in a cloud-based data center or on a dedicated,

on-premise server — or it can be deployed in the cloud to manage

data from one or more nVISION Data Marts deployed on-premise.

nVISION Info Manager makes it easy to blend historical, call-detail and real-time data for useful reports, dashboards and scorecards.

Profit from Your Contact Center Data As a stand-alone solution, nVISION Info Manager allows you to

capitalize on the data within your contact center by turning it into

information you can use to make better decisions, take action

and optimize performance. Beef up your ROI further by

integrating with nVISION Data Mart and nVISION Reports for a

complete, 360-degree view of all call center operations.

Increase revenues by improving customer satisfaction. nVISION Info Manager provides insight into what drives your customer satisfaction by ensuring you can easily track and manage call times, hold times, product/service complaints, service levels and any other metrics associated with customer satisfaction.

Accelerate time-to-resolution by more easily identifying barriers to exceptional customer service. Monitor trends such as time to resolution by channel, by agent, by product/skillset, time period and more.

Create custom ad hoc reports through our intuitive,

“ask questions, get answers” reports wizard interface.

Reduce costs through the automation of resource-intensive and time-consuming manual data collection, reporting and analysis. No more confusing clusters of spreadsheets to manage!

Maximize agent performance by more effectively assessing key agent metrics, establishing goals, structuring incentives, optimizing skillsets and aligning schedules.

Optimize workforce scheduling through deeper insight into call volume trends and timing, so you can intelligently allocate resources to meet shifting demands and changing market conditions.

Measure progress towards your goals by assessing performance relative to strategic enterprise objectives. Easily, quickly and securely communicate valuable business insight to key stakeholders throughout the entire organization.

Create data mash-ups from a variety of contact center systems — ACD, workforce management, CRM, sales force automation, even news feeds —using nVISION Info Manager’s revolutionary dashboarding interface.

nVISION Info Manager is a core component of Symmetrics' nVISION Reporting & Analysis Suite, a complete business intelligence platform for today’s multi-channel contact centers.

nVISION Data Mart nVISION Reports nVISION Info Manager nVISION Services

Feature Overview Symmetrics nVISION Info Manager Zero-client, web-based architecture

Intuitive, drag-and-drop ad hoc query & reporting wizard: get exactly the data you need from any

of the systems, applications and data sources in your contact center

Multidimensional (OLAP) analysis: drill into data to answer specific questions and

format data to meet personalized requirements Report format exporting to PDF, Word, Excel, and other formats

Flexible report scheduling with automated time, event, and calendar-based report

processing Dynamic report parameterization on any field in any report Multiple-report instance support (to view past report runs)

Flexible folder and report management to organize, categorize and access

structured reports

Complete user, group, and report-level security models, with support for

third-party security entitlement databases like LDAP, Kerberos, Netegrity Siteminder,

and Windows NT/Active Directory

Open database access via any industry standard database source or application,

including Symmetrics’ own nVISION Data Mart

Publish reports to the web with a single URL for instant, secure report access,

viewing and interaction Distribute reports via email, or publish them to FTP sites, network file folders or

locations Centralized management console for system management, deployment, and

configuration Mobile BI to deliver content to/on any wireless device, so users can be notified

when a new report has been scheduled or modified or be alerted when key metrics hit a specified threshold.

nVISION Info Manager: Available in Three Editions Standard Edition Available as a stand-alone or hosted solution, nVISION Info Manager Standard Edition provides a secure, web-based platform to design, publish, distribute, schedule, manage and interact with all your contact center’s historical and real-time information, and includes our revolutionary "ask questions, get answers" report builder and intuitive dashboard creator. Pentaho Community Edition For organizations that prefer solutions based on open-source software, nVISION Info Manager Pentaho Community Edition provides a complete management solution that enables the secure sharing, scheduling, and delivery of interactive reports, dashboards and scorecards over the Web, in e-mail, and in Microsoft Office documents. Crystal Reports/Business Objects Edition For contact centers that want to expand the reach of existing Crystal Reports and/or Business Objects applications, the nVISION Info Manager Crystal Reports/Business Objects Edition delivers all the critical business intelligence functionality you need, plus multidimensional analysis via an optional OLAP (Online Analytical Processing) engine.

www.symmetrics.com

Symmetrics Contact Coordinates:

info@symmetrics.com

+1.604.688.0882

www.symmetrics.com

Vancouver BC (Head Office);

Toronto ON; Seattle WA

Information and specifications are subject to

change without notice. All product or service

names mentioned in this document may be

trademarks of the companies with which they

are associated.

© 2013 Symmetrics Business

Intelligence Solutions Inc.