Hyperion enhances eCRM analysis applications

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Hyperion has announced new versions of four eCRM analysis applications. These allow businesses to optimize their CRM and eBusiness investments by integrating, analyzing, and understanding customer attributes and behaviors across all touch points.

The upgraded products are:
• Hyperion Web Site Analysis Suite
• Hyperion Customer Interaction Center
• Hyperion Field Service Analysis
• Hyperion Product Quality Analysis.

Version 2.0 of these applications brings to market:
• true thin client distribution implementation through the customer’s Intranet
• enhanced user interface with improved look and feel
• batch static reporting and ad hoc email reporting, with seamless distribution of information
• improved flexibility in directory and report definitions
• enhanced dynamic content support.

Sherry Anglin, vice president of customer support and services, Internet Security Systems (ISS), a leading provider of security management solutions for the Internet, said, “We are very impressed with the capabilities of Hyperion Customer Interaction Center. By analyzing historical patterns, studying trends, and forecasting future usage with Hyperion Customer Interaction Center, we have been able to better understand the variables that impact customer service and to improve our service modules and enhance the customer experience.”

Mindy Fiorentino, vice president of marketing said, “Increasingly, our customers want to improve their long-term customer relationships by understanding the interactions between customers and service representatives. Hyperion Field Service Analysis helps organizations to understand exactly what services they are providing, how successful it is, and where it is impacting profitability.”

According to industry research firm IDC, (source: Analytic Applications Market Forecast and Analysis: 2000-2004 by Henry Morris, published December 2000), software license revenue for packaged CRM analytical applications in 1999 totalled $301.5 million and is forecast to reach $2.3 billion in 2004.

“CRM analytic applications are the fastest-growing segment of the analytic applications market, as organizations seek to maximize the benefits they see from their investments in operational eCRM systems,” said Morris.

“The need for CRM analysis applications has never been greater,” noted Dr Jon Anton at Purdue University’s Center for Customer-Driven Quality. “Through our work with leading customer service organizations worldwide, key decision makers have expressed a growing interest in performing CRM gap analyses, like those from Hyperion.”

Fiorentino echoes this view, “A panoramic view of the customer continues to be the holy grail of every CRM initiative. Customers are demanding that sophisticated, enterprise-class analytics now be applied to their eCRM environments. With these new versions of our web site and service analysis products, Hyperion continues to deliver enhanced value to operational CRM applications and users.”

Hyperion Customer Interaction Center helps businesses harness the power of their call center data and use it to their competitive advantage. It integrates call center data with customer relationship management and corporate knowledge databases, and instantly translates them into clear, insightful performance indicators. This new release features a revenue module, which allows businesses to analyze the profitability of their call centers.

Hyperion Field Services Analysis helps businesses to understand and manage all aspects of their distributed field service or consulting operations. It captures data from existing systems and instantly translates it into clear, insightful performance indicators. Businesses can then easily monitor utilization levels and forecast profitability from every perspective – by consultant, activity, project, practice area, or customer.

Hyperion Product Quality Analysis captures product quality issues from multiple touch points, and instantly aggregates them into a clear, comprehensive picture. Businesses can then easily detect patterns, identify root cause, and understand the impact on customer satisfaction and overall profitability.

Hyperion Web Site Analysis Suite transforms analysis beyond counting clicks or web page hits. The sophisticated analysis capabilities allow business users to understand visitor browsing patterns, page duration, repeat visitor behavior, referral page effectiveness and visitor entry / exit points. By gaining a comprehensive view into a visitor’s interaction on a web site, organizations can optimize a visitor’s online experience, refine their web strategy and online marketing initiatives, and maximize site effectiveness and return on investment. Other upgrades include enhanced filtering and parsing capabilities – increasing data and analysis quality.

Platforms/OS versions supported are: Unix, Windows 9x, Windows NT SP 5 or higher, Windows 2000. RDBMS vendors supported are: Microsoft SQL Server SP1 or higher, Oracle 7.3.x or 8.0.x.

Hyperion is a global leader in business analysis application software. It helps business leaders plan, manage and execute on strategies by analyzing information on finance, operations, customers, supply chain execution and e-business initiatives. The company’s market-leading Essbase technology, packaged business analysis applications and tools are used by 6,000 organizations worldwide, including 60 of the Fortune 100 and 40 of the Financial Times European Top 100. In addition, 400 Hyperion alliance partners deliver technology, applications and services to increase the flexibility and choice for customers. Headquartered in Sunnyvale, California, USA, the company has offices in 26 countries.

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