Hyperion, a business analysis application software, yesterday released new versions of four e-CRM analysis applications that are designed to allow businesses to optimize customer relationship management and e-business investments by integrating, analyzing and understanding customer attributes and behaviors across all touch points.
The upgraded products include Hyperion Web Site Analysis Suite, Hyperion Customer Interaction Center, Hyperion Field Service Analysis and Hyperion Product Quality Analysis.
According to Hyperion, Sunnyvale, CA, 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 e-mail reporting, providing seamless distribution of information to all constituents.
•Improved flexibility in directory and report definitions.
•Enhanced dynamic content support.
According to Hyperion, these applications help organizations maximize the strategic value of their e-CRM 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 e-CRM analysis applications provide Web-based customer analysis across all customer touch points and business channels.
“We are very impressed with the capabilities of Hyperion Customer Interaction Center,” said Sherry Anglin, vice president of customer support and services at Internet Security Systems, Atlanta, a provider of security management solutions for the Internet. “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.”
Hyperion's e-CRM analysis products allow businesses to leverage operational CRM data and marry that information with Web activity to create a combined online and offline view of their customers.
The applications enable businesses to aggregate and analyze customer interactions. This analysis provides an understanding of customer actions and revenue drivers, allowing users to modify business processes to attract and retain more customers, increase customer profitability, serve customers more efficiently and improve overall business performance.
