...New Versions Further Address eCRM Industry’s Push for Integrated Analysis Across All Customer Touch Points...
February 23, 2001 - Hyperion, a global leader in business analysis application software, today announced new versions of four eCRM analysis applications. These products give businesses the ability to optimise their CRM and e-business investments by integrating, analysing, and understanding customer attributes and behaviours across all customer touch points.
The upgraded products include Hyperion Web Site Analysis Suite, Hyperion Customer Interaction Center, Hyperion Field Service Analysis and 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 across all products in the suite
· Batch static reporting and ad-hoc email reporting, providing seamless distribution of information to all constituents
· 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 analysing 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.”
Hyperion’s eCRM Analysis applications help organisations maximise the strategic value of their eCRM initiatives. The products provide a comprehensive set of business analysis solutions designed to enhance and improve return on their operational CRM and e-business investments. By integrating customer information from operational CRM systems, e-business applications, Web logs and other sources, Hyperion eCRM Analysis applications provide Web-based customer analysis across all business channels, enabling businesses to aggregate and analyse customer interactions. This analysis provides an understanding of customer actions and revenue drivers, allowing users to modify business processes to attract, retain and grow customers, increase profitability and customer lifetime value, serve customers more efficiently and to improve overall business performance.
Mindy Fiorentino, Vice President of Marketing for Hyperion’s eCRM products said, “Increasingly, our customers want to improve their long-term customer relationships by understanding the interactions between customers and service representatives. Hyperion Service Analysis Applications helps organisations 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 organisations seek to maximise the benefits they see from their investments in operational eCRM systems.”
“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 organisations world-wide, key decision makers have expressed a growing interest in performing CRM gap analyses, like those from Hyperion.”
Mindy Fiorentino, echoes this view, “A 360 degree or ‘panoramic’ view of the customer continues to be the ‘Holy Grail’ of every CRM initiative. Customers are demanding that sophisticated, enterprise-class analytics, like those Hyperion has always delivered, 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.”
Specific Product Enhancements
Hyperion Customer Interaction Center helps businesses harness the power of their call centre data and use it to their competitive advantage. Hyperion Customer Interaction Center integrates call centre data with customer relationship management and corporate knowledge databases, and instantly translates them into clear, insightful performance indicators. This new release of Customer Interaction Center features a Revenue module, which allows businesses to analyse the profitability of their call centres.
Hyperion Field Services Analysis helps businesses to understand and manage all aspects of their distributed field service or consulting operations. Like Hyperion Customer Interaction Center, Hyperion Field Services Analysis captures data from existing systems and instantly translates it into clear, insightful performance indicators. Businesses can then easily monitor utilisation levels and forecast profitability from every perspective - by consultant, activity, project, practice area, or customer.
Hyperion Product Quality Analysis helps businesses to analyse product quality issues and effectively apply them towards their overall product strategy. Hyperion Product Quality Analysis captures product quality issues from multiple touch points, including customers, service providers, quality assurance, and other internal staff, 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 gives organisations a greater level of e-intelligence by transforming analysis beyond counting clicks or Web page hits. The sophisticated analysis capabilities in Hyperion Web Site Analysis Suite allow business users to understand visitor browsing patterns, page duration, repeat visitor behaviour, referral page effectiveness and visitor entry/exit points. By gaining a comprehensive view into a visitor's interaction on a web site, organisations can optimise a visitor's online experience, refine their Web strategy and online marketing initiatives, and maximise site effectiveness and return on investment. Other specific upgrades to Hyperion Web Site Analysis 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 Customer Interaction Center 2.0, Hyperion Product Quality Analysis 2.0 and Hyperion Field Services Analysis 2.0 are available immediately. Hyperion Web Site Analysis Suite 2.0 will be available from February 28th.
Hyperion (Nasdaq: HYSL) is a global leader in business analysis application software. Hyperion helps business leaders plan, manage and execute on strategies by analysing information on
e-business initiatives, supply chain execution, customers, operations and finance. The company’s market-leading Hyperion Essbase technology, packaged business analysis applications and tools are used by over 6,000 organisations world-wide, including more than 60 of the Fortune 100 and more than 40 of the Financial Times European Top 100. 8 out of 10 winners in CFO Magazine’s CFO of the Year 2000 awards were from companies that use Hyperion application systems. In addition, 400 Hyperion alliance partners deliver technology, applications and services to increase the flexibility and choice for customers. Headquartered in Sunnyvale, California, the company has offices in 26 countries. More information is available at http://www.hyperion.com email@example.com
Note to editors: Hyperion, Essbase and Hyperion Enterprise are registered trademarks of Hyperion Solutions Corporation.
About Internet Security Systems
Internet Security Systems is a leading global provider of security management solutions for the Internet. By providing industry-leading SAFEsuite® security software, remote managed security services, and strategic consulting and education offerings, ISS is a trusted security provider to its customers, protecting digital assets and ensuring safe and uninterrupted
e-business. ISS’ security management solutions protect more than 8,000 customers world-wide including 21 of the 25 largest U.S. commercial banks, the top 10 U.S. telecommunications companies and more than 35 government agencies. Founded in 1994, ISS is headquartered in Atlanta, GA, with additional offices throughout North America and international operations in Asia, Australia, Europe, Latin America and the Middle East. For more information, visit the Internet Security Systems web site at http://www.iss.net
or call 888-901-7477.
About Purdue University's Center for Customer-Driven Quality
Purdue University’s Center for Customer-Driven Quality maintains one of the world’s largest and most comprehensive ongoing CRM benchmarking databases with literally terabytes of raw data. The Center has collected data on accessibility performance of leading companies for the past five years, and through this effort has constructed a data-mart of millions of CRM data points of best practices metrics around the management of customer interactions with a company. Virtually every major industry, organisational structure, company size and geographical distribution is represented in the benchmark data.
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 the potential success of anticipated product features, the anticipated product offerings and the potential market opportunities for business analysis software. 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, 2000 and the Report on Form 10-Q filed on February 14, 2001. The company does not undertake an obligation to update its forward-looking statements to reflect future events or circumstances.
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