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New SYMON Historian Reporting Software Released

Standardizes Multiple Types of Data for Consolidated Contact Center Reporting

(July 31, 2001 - ICCM, Chicago, IL)  SYMON Communications, Inc., an industry leader specializing in real-time communications, messaging systems, and alerting solutions for over 15 years, has announced the release of Historian for standardizing and unifying contact center reports.

Reports generated by Historian are a critical tool for effective contact center management.  By providing an understanding of past performance, they enable the contact center to manage towards achievement of their business objectives.  However, different systems have different standards for reporting.  Correlating critical data across platforms can be tedious, if not impossible.  

SYMON Historian provides unprecedented control of data while unifying contact center reports.  It allows users to customize reports to their specific business needs by collecting real-time data (even from dissimilar platforms) and merging it into a single reporting tool.

Historian offers easy integration and full scalability through its open architecture and adherence to industry standards.  Scalable from a single input to large implementations, data is collected and managed to meet the unique needs of contact centers.  Historian can be used for enterprise management reports, flexible historical data accumulation for workforce management systems, and normalizing data across multi-site, multi-ACD centers.

As data is collected, Historian will batch and write data elements by highest number, lowest number, event count, summed values, standard mathematical average, or a time-weighted average.  Data entry intervals can be set by the user to increase or decrease the granularity of data recorded.  

Historian data can be stored in various databases including: Oracle, Sybase, SQL Server, and Access 2000.  Reports can be created and viewed using standard ODBC compliant reporting tools with automatic database and table creation, and according to user-defined selection and frequency criteria (e.g., timed, real-time, or on change).  SYMON provides several standardized reporting formats, and provides consulting and comprehensive custom reports.

Mergers, acquisitions, and changing technology create new challenges for management of multiple contact centers.  Many vendors use dissimilar standards for key statistics.  Historian normalizes the data across platforms for statistical comparisons.  Data can be collected from anywhere in the corporate network, allowing for quick, easy, centralized reporting.  Normalizing the data also allows for fair and equal comparison of statistics from contact centers with different ACDs or reporting tools.

“Historian records real-time data with customer control of format and data granularity, allowing reports to be generated based on their specific needs,” stated Chuck Odom, President of SYMON Communications, Inc. “This allows companies to consolidate information from different sources across the enterprise and make better decisions.”

Historian improves reporting through:

· Normalizing Data from Dissimilar Platforms
· Basing Data Collection Upon Real-Time Data
· User-Defined Calculations and Data Granularity
· Uniform and Centralized Reporting for Multi-Site Centers
· Providing an Accurate and Detailed Source of Data for Other Contact Center Applications

Historian can subscribe from sources such as:

· ACDs  (Apropos, Aspect, Avaya, Intecom, Nortel, Rockwell, Siemens, etc.)
· CTI Platforms  
· ODBC Compliant Databases  (Oracle, SQL Server, Sybase, etc.)
· XML Sources

Integrated with SYMON2000, the industry's leading Windows NT-based real-time messaging and alerting software system, SYMON Historian provides companies with useful new reporting capabilities.



About SYMON Communications, Inc.:
SYMON Communications, Inc. is a privately held technology company specializing in real-time information reporting and alerting.  Products include software, hardware, and supporting services for all types of contact centers and business applications.  Installed in over 2,000 centers worldwide, the company’s family of products include an advanced Microsoft NT service-based server engine with a wide range of interfaces, a series of LED wallboards and panels utilizing SYMON’s patented, integrated Ethernet TCP/IP technology, a variety of PC desktop character or graphical displays in Windows and Java versions, as well as a number of outputs for pagers, cell phones, PDAs, TVs, large monitors, and third-party systems.  Interfaces include ACDs, IVRs, predictive dialers, trouble-ticketing systems, e-mail systems, databases, and more. Headquartered in Sugar Land, Texas (a Houston suburb), SYMON maintains direct sales and support offices as well as distributors around the globe.  For more information, visit http://www.symon.com or call 281-240-5555.

*SYMON, SYMON2000, SYMON View Plus, SYMON Express, NetBrite, NetLite and Historian are trademarks of SYMON Communications, Inc.  All other trademarks mentioned herein are the sole property of their respective owners.


 
Editorial Contact:
Steve Verboom
SYMON Communications, Inc.
281-240-5555
sverboom@symon.com
 
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