Contact Center Solutions Featured Article

Call Center Software: Halcyon Introduces Advanced Reporting Suite

May 04, 2011

Managing relationships with customers and clients is a crucial task for any organization. The increasing demand for efficient customer value and the emergence of new business models are putting pressure on many organizations. To enhance strategic customer management, Halcyon Software Inc, a provider of systems management solutions, has introduced the Advanced Reporting Suite, a new cross-platform reporting solution that supports the IBM i and Windows platforms.


 According to a press release, this Advanced Reporting Suite helps IT administrators make customer reports, tailor these reports to meet client’s specific needs, and it includes a dynamic reporting feature which enables IT administrators to easily demonstrate how they are meeting customer service level agreements so that any issues can be quickly identified and resolved.

With this solution, IT administrators can edit the reports to include their company logo and dynamically report on percentage performance against service level agreements, capacity planning trends and analysis, processor loading, CPU, memory and disk, SAN utilization, performance response times, resource utilization and other factors that could affect service levels.

Donnie MacColl, Technical Services Director at Halcyon, said that this new solution is designed for larger corporate data centers, IT outsourcing and managed services companies and there are other enterprise wide, high-end solutions on the market but these are viewed as expensive to purchase, require advanced scripting skills and an in-house expert to maintain and produce reports.

MacColl remarked that the solution uses a unique methodology for managing and reporting on service level agreements, or ‘SLAs’, allowing companies to use ‘SLA flags’ to quickly identify which aspects of the service level agreement are not being met. This means that these issues can then be investigated with minimal delay.

He added that this is important, particularly for IT outsourcing companies who need to demonstrate the value of their services to their clients.

The solution includes a web front-end, and a browser-based client making it quick to deploy and run the reports. The reports can be published to a web portal so that customers have easy and quick access to the information. 

In other company news, ContactCenterSolutions reported that Halcyon Software gaining its hold on Snapshot technology formerly owned by Melbourne, Australia based Mid-Comp International Pty Ltd.


Mandira Srivastava is a ContactCenterSolutions contributor. She works as a full-time writer, ghostwriter and blogger, and has more than two years of experience in print and Web media. She has also worked on company brochures, website content and product descriptions, as well as proofreading and editing content. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves



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