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Contact centre reporting dramatically improved with Exony Report Builder application

20 Feb 2006

New reporting tool increases visibility and cuts reporting costs

Leading IP communications software solutions provider Exony today launched its Report BuilderTM, which delivers performance reports in minutes, eliminating both the time to determine a ‘root cause’ and the traditional cost of undertaking such analysis. Report Builder is a major enhancement to Exony’s suite of Reporting and Analytics products.

Currently, contact centre managers wanting timely business information on metrics such as network activity, call handling rates and staff performance have to make a request to their IT departments, or, in the case of a hosted or managed service contact centre offering, utilise a change request process to the third party service provider. This process can take days or even weeks, often reducing the benefit of getting the information. Exony’s Report Builder reduces this time to minutes and enables contact centre managers to define exactly the data they need before building the report.

The key business benefits of Report Builder include:

· Reduced training needs – a simple, intuitive six-step process for report creation
· Rapid implementation of customised reports, without the need for expensive specialist  resources
· The ability to significantly improve business understanding using the built-in functions of sorting, exceptions,  data export, etc.
· Improved use/uptake from the ability to customise report appearance to suit personal/corporate needs
· Empowering business users by making them self-sufficient in report creation and modification

“Deploying Report Builder will significantly reduce the cost of reporting as well as the time required to form reports, whilst maximising the timeliness of the information,” said Exony CEO, Ian Ashby. “This is another part of what we call ‘Business User Empowerment’, giving contact centre managers a more holistic view of their system performance. It also delivers significant competitive advantage by improving the speed of business decision-making.”