Business Editors
SUNNYVALE, Calif.--(BUSINESS WIRE)--April 11, 2000
Hyperion (Nasdaq: HYSL), the global leader in analytic application software, today began shipping Hyperion Customer Interaction Center, a robust solution for measuring and analyzing worldwide call center/customer service operations, optimizing customer service levels, and improving overall customer satisfaction and loyalty. The first application within Hyperion CRM Analysis, Hyperion Customer Interaction Center delivers a robust solution that complements operational CRM, automated call distribution and computer telephony integration systems, helping organizations transform detailed CRM data into strategic, actionable information.
According to industry analysts, spending on CRM initiatives is estimated to exceed $17 billion by 2003. As a result of this spending, massive volumes of customer data are now being generated by organizations that are upgrading or Web-enabling their call center operations. Hyperion Customer Interaction Center transforms this raw data into actionable information, enabling organizations to optimize customer-related decision-making and improve customer relationships.
"Hyperion Customer Interaction Center solidly enhances Hyperion's ability to capitalize on continued growth in the market for customer relationship management analysis solutions," said Jeff Rodek, chairman and CEO of Hyperion. "By executing on our comprehensive vision for CRM analysis, Hyperion is offering customers and partners a compelling solution for understanding their customers, optimizing their interactions and maximizing profitability."
"When Internet Security Systems, a world-leading provider of security management solutions for the Internet, wanted to get a better understanding of how well we were serving our customers, we turned to Hyperion," said Michael Starr, CIO of Internet Security Systems (ISS). "With Hyperion Customer Interaction Center, we are confident that our CRM implementation will lead to our anticipated ROI."
Improving Call Center Management through CRM Business Analysis
Hyperion Customer Interaction Center uses sophisticated, best practice metrics to provide companies with a clear understanding of the real-time state of their call center performance. Businesses are able to analyze the data from their call center and front-office automation systems to identify trends, improve customer satisfaction, plan resource utilization, personalize customer service offerings, and benchmark their performance to peer groups and competitors.
"CRM technology implementations that lack CRM analysis capabilities result in the inability to effect change in the customer relationship," said Elizabeth Shahnam, vice president in META Group's CRM INfusion program. "There is a massive opportunity for companies investing in CRM to positively impact the customer relationship by deploying CRM analysis applications that bring together ACD, CTI, and individual customer data to create a panoramic view of the customer. The net effect of analyzing data from every point of interaction in the customer lifecycle has ultimately improved ROI."
Key Features in Hyperion Customer Interaction Center
Hyperion Customer Interaction Center is built on an enterprise-scale, cross-platform foundation that leverages the performance, scalability and unparalleled analytical capabilities of the market-leading Hyperion Essbase OLAP Server. Hyperion Customer Interaction Center is deployable over intranets, extranets and the Web. Key features and functionality in Hyperion Customer Interaction Center include:
- Customer Interaction Center Dashboard: Provides call center managers with a graphical interface to quickly assess the real-time state of call center operations and customer interactions. Key call center performance metrics, from backlog volume to time-to-completion, can be flexibly sorted by call priority, customer, case type and severity - delivering the most critical information necessary for the real-time management of enterprise call centers. - Response Cycle Analysis: Enables users to break down and analyze each individual step in the customer interaction process. This allows businesses to better understand what steps are required for which types of calls, how long each step takes to complete, where problem resolution gets bottlenecked, and what resources are required to resolve issues. Businesses can then fine-tune service practices to improve quality and customer satisfaction. - Key Performance Indicator (KPI) Trending: Tracks call center performance over multiple time periods to identify trends in key performance indicators such as overall case volume, average time-to-completion, and call backlog. Intuitive "stop light" reporting highlights positive or negative trends and makes it easy to identify areas that have improved or that need further attention. - Knowledge Base Link Analysis: Enables organizations to measure the utilization and effectiveness of call center representative knowledge bases in resolving customer questions. Knowledge base link analysis shows exactly how many calls accessed the knowledge base, how quickly they were resolved, and whether or not they were subsequently reopened. Companies are then able to use clear, hard facts instead guesswork in managing the call center. - Customer Dashboard and Report Card: Provides a graphical overview of the state of individual customers. Using key performance indicators as a guide, companies can track service levels, tailor service level agreements to a specific customer's needs, and ensure long-term customer satisfaction.
Availability
Hyperion Customer Interaction Center, the first application within Hyperion CRM Analysis, is available immediately, running on UNIX and Windows NT.
About Hyperion CRM Analysis
Hyperion CRM Analysis will provide a full 360 degree view of customer activities across all customer touch points and help deliver the customer satisfaction and loyalty that leads to sustainable competitive advantage. Hyperion CRM Analysis will leverage the performance, scalability and analytical power of Hyperion Essbase OLAP Server over intranets, extranets and the Web. For more information, visit http://www.hyperion.com.
About Hyperion
The worldwide analytic application software leader, Hyperion Solutions Corporation (Nasdaq:HYSL) gives today's knowledge workers the "freedom to succeed" with software, services and partner offerings that help them understand and optimize their businesses. More than 6,000 organizations worldwide use Hyperion's analytic application software products, which include market-leading packaged analytic applications, and OLAP server technology and tools. Hyperion's customers include more than 60 of the Fortune 100 and more than 40 of the Financial Times European Top 100 companies. In addition, more than 350 leading e-Business, data warehousing, OLAP tools, services, ERP, CRM, packaged application, and platform alliance partners extend the value of Hyperion's products and services to deliver maximum flexibility and choice to customers. Headquartered in Sunnyvale, California, the company has offices in 26 countries. Information on Hyperion's products and services is available at http://www.hyperion.com, info@hyperion.com, or 1-800-286-8000.
Safe Harbor Statement
Statements in this press release other than statements of historical fact are forward-looking statements, including, but not limited to, statements concerning anticipated product features, the potential success of the anticipated product offerings and the potential market opportunities for CRM analytics. Such statements constitute anticipated outcomes and do not assure results. Actual results may differ materially from those anticipated by the forward-looking statements due to a variety of factors, including, but not limited to the company's ability to retain and attract key employees, the successful and timely development of new products, the impact of competitive products and pricing, customer demand, and technological shifts. For a more detailed discussion of factors that could affect the company's performance and cause actual results to differ materially from those anticipated in the forward-looking statements, interested parties should review the company's filings with the Securities and Exchange Commission, including the Report on Form 10-K filed on September 28, 1999. The company does not undertake an obligation to update its forward-looking statements to reflect future events or circumstances.
Hyperion and Essbase are registered trademarks and Hyperion Solutions and Hyperion CRM are trademarks of Hyperion Solutions Corporation. All other trademarks or registered trademarks are the property of their respective owners.
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