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Vitria Repeats as Ventana Research Operational Intelligence Award WinnerM3O O.I. Suite Doubles Call Center Productivity and Improves Customer Care (December 06, 2011)
SUNNYVALE, CA -- (Marketwire) -- 12/06/11 -- For the second year in a row, Ventana Research has selected Vitria Technology, Inc. as Ventana's Operational Intelligence Leadership Award Winner. The Award is reserved for companies that exemplify the discipline of "Applying Operational Intelligence to leverage business and technology events, improve operational responsiveness and drive action."
Operational Intelligence is the ability to visualize and analyze business operations, in real-time, and take immediate action to meet strategic business goals. Vitria M3O is the next generation Operational Intelligence Suite that enables the visibility, insight and actions required to move the business forward.
Vitria, together with its partner MID Business, pioneered a new way of delivering services to remote customers via mobile technology and social media. Vitria M3O continuously monitors social media networks, such as Facebook and Twitter, for customer activity and comments, and analyzes sentiment and trends. MID Business added multi-language semantic analysis. The resulting solution, called "FLUID," instantly presents call center operators with all customer touch points and social commentary in a single, live dashboard and accomplished the following objectives:
- Empowered remote customers to submit and track new orders via the communication channel and language of their choice.
- Improved customer experience by monitoring and correlating (in real time) all customer communication channels including email, live chat, instant messaging, SMS text messaging and social media.
- Improved operational performance with the real-time monitoring and business activity and tracking of order fulfillment.
Requirements placed on MID Business by its telecommunications and energy partners included fast deployment time and ease of use in a single, cost-effective solution. The entire solution was modeled, tested and deployed in 150 days. Call center productivity doubled while call center costs were reduced by forty percent.
According to Mark Smith, Chief Research Officer & CEO at Ventana Research, "Vitria's M3O Operational Intelligence Suite made it possible to improve the experience of remote customers through the deployment of an integrated Operational Intelligence Solution that simply was not possible to deliver using traditional database or business intelligence type products."
This accelerated deployment schedule was made possible by the fact that Vitria's M3O Operational Intelligence Suite has seamlessly integrated complex event processing for real-time analytics, BAM for live dashboards and business process management.
"Vitria is honored to receive the Operational Intelligence Leadership Award from an analyst firm with the thought leadership and integrity of Ventana Research. The Ventana Research team continues to seek out and identify the most innovative technologies and implementations across the globe," according to Dale Skeen, Vitria CTO and Founder. "The Fluid solution exemplifies how Operational Intelligence can have a transformational affect on an industry and its customers."
The Vitria M3O Operational Intelligence Suite is available on premise or in the cloud. To request a demonstration of Vitria's M3O Operational Intelligence Suite, please contact [email protected].
About Vitria, The Operational Intelligence Company.
Vitria Technology, Inc. provides the industry's leading Operational Intelligence suite, empowering partners and customers alike to develop innovative Operational Intelligence solutions to analyze business activities in the proper context and take real-time action. The result is faster, better decision making. With a rich heritage as a technology pioneer, Vitria's award-winning process integration solutions provide the backbone for many Global 2000 companies' mission-critical business processes. Vitria has customers in North America, South America, Europe, Asia, and Australia.
Vitria Technology, Inc.
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