Hyperion Enhances eCRM Analysis Applications

eCRMGuide.com Staff

Updated · Feb 20, 2001

SUNNYVALE, CA–Hyperion, a business analysis application software devloper, has announced new
versions of four eCRM analysis applications. The company says these products give businesses
the ability to optimize their CRM and e-business investments by integrating, analyzing, and
understanding customer attributes and behaviors across all customer touch points.

According to Hyperion, the upgraded products include Hyperion Web Site Analysis Suite, Hyperion
Customer Interaction Center, Hyperion Field Service Analysis and Hyperion Product Quality
Analysis. The company says 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.

“We are very impressed with the capabilities of Hyperion Customer Interaction Center,” said
Sherry Anglin, vice president of Customer Support and Services, Internet Security Systems (ISS),
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 says its eCRM Analysis applications provide Web-based customer analysis across all
customer touch points and all business channels and allows users to modify business processes
to attract and retain more customers, to increase customer profitably, to serve customers more
efficiently and to improve overall business performance.

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

The company says 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. 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.