Unify your service data for a 360 O view of your business. ALLIANCE. Business Intelligence

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1 Unify your service data for a 360 O view of your business. ALLIANCE Business Intelligence

2 A fully integrated solution to help you optimize your overall Service Lifecycle Management strategy. The Astea Alliance Business Intelligence solution offers a unique combination of depth and breadth. Alliance BI solution eliminates long-standing service information barriers to provide you with the agility necessary to proactively drive your business in an increasingly volatile and unpredictable global economy. By combining extensive service expertise with a comprehensive suite of fully integrated analytical modules, Alliance BI offers an instant 360 web-based view of your business. This unique resource helps you conveniently and effectively measure, predict, plan and optimize your overall Service Lifecycle Management strategy. It also enables departments throughout your organization to operate and respond to changing business conditions more quickly.

3 The smarter approach to business intelligence. Today, service lifecycle management dictates so much of a business success. Unfortunately, traditional business intelligence solutions don t allow you to easily and efficiently extract the service information you want. At the same time, service-oriented companies have been unable to tie together all the data necessary to provide the comprehensive views most organizations seek. Out-of-the-box, Alliance BI provides you with the first comprehensive customer-centric data warehouse specifically optimized for Service Lifecycle Management requirements. It unifies critical data from departments that are traditionally dispersed across the organization, such as Service, Logistics, Depot Repair, Contact Center, Sales, Marketing, and Professional Services. A cost-effective, easy-toimplement modular solution. A unified and modular approach, based on open industry standards, Alliance BI enables you to protect your existing IT investments, lower your total-cost-of-ownership and conveniently deploy BI modules as your company grows. It is fully customizable and extendable to all levels. And it gives you the ability to pull in information from other internal and external resources to extend the data warehouse. Assures secure access and network integrity. To ensure maximum performance and reliability, Astea s solution infrastructure enables companies to securely extend business intelligence to any user, inside or outside the corporate firewall. Astea s solution optimizes data caching to ensure the best possible speed across both intranets and the Internet. Designed for optimum security, the Intelligence Server identifies and validates each user and compresses and encrypts data prior to transmission. It also incorporates redundancy and fail over mechanisms, to promote the highest possible frequency of uninterrupted sessions. Leverage the framework for other BI requirements. Alliance BI includes out-of-the-box Data Warehouse and ETL procedures for maximum flexibility. Multi-language and multi-currency support make this a truly global solution. Plus, the zero-footprint web interface gives you the ability to access full analytic capability with the relevant data you need, when you need it. Any way that you look at it, the Astea Alliance BI is a smart approach to maximize business intelligence for Service Lifecycle Management.

4 Transform insight into action right out of the box. Market-leading BI capabilities expand functionality. Uniquely optimized for the Microsoft Analysis Services platform, Alliance BI provides the comprehensive and robust multi-dimensional business intelligence functions that you need to clearly identify and understand the catalysts driving your business. Personalized, multi-dimensional views, easy-to-assess dashboards and proactive alerts give you the insight you need to increase competitiveness and profitability, drive stakeholder value, and mitigate business risks. Interactive dashboards help you unleash the power of information. By incorporating service lifecycle management best practices and a valuable set of pre-defined key performance indicators, our charts, graphs and dashboards help you transform rich and complex data from multiple sources into a simplified graphical format that s easy to understand right out of the box. Plus, displays can be tailored and personalized by an individual, to promote more meaningful insight and drive better decisions in less time. Visually stunning displays make it easy to monitor performance. Using an intuitive interface, efficient graphical analysis and centralized data visualization, managers and executives can immediately monitor performance and analyze results. They can then use that insight for proactive planning. Alliance BI also features smart alerts that automatically notify users of problems so they can take corrective action in a timely manner. Best-in-class analytics enhance insight. Alliance BI empowers organizations with instantaneous access to comprehensive cross-departmental information. The ability to view multiple formats of data from multiple angles in a single screen enables you to derive operational and financial benefits that would not be possible through static reporting alone.

5 Also, integrated tools make it quick and easy to slice and dice how you want. Use "Top N" or "What if" analysis, as well as rule by exception. Drill-up/Drill-down in dimensions. Swap and nest dimensions with drag-and-drop convenience. And employ specialized, powerful data filtering and bubble-up exceptions to obtain specific actionable information and insights at both the macro- and micro-level. Easy-to-interpret reports optimize information sharing. For added user convenience and efficiency, views can be saved as Excel documents or PDFs and routed via . Node security enables quick, secure delivery of information customized to an individual s role and profile. Timely distribution of easy-to-interpret, graphics-based findings leads to more informed decision-making and ultimately improved workflows and customer satisfaction.

6 Optimized for your Service Lifecycle Management requirements. Delivering a comprehensive, integrated solution Alliance BI integrates a robust range of disciplines to provide you with the actionable data you want, where and when you want it. By tying information together, Alliance BI allows you to concentrate on using information to propel your business forward rather than consuming so much of your time simply trying to gather information together. Alliance BI for Service Alliance BI for Service provides actionable information to improve customer satisfaction, reduce costs and improve productivity. It offers immediate visibility into your service business through functions such as service metrics, field engineer effectiveness, service costs, resource utilization, call resolution times and customer satisfaction. Alliance BI for Logistics This module helps improve warehouse stock management through the analysis of inventory movement within warehouses across the organization. It allows the monitoring of key performance indicators (KPIs) across all warehouse and transaction types. As a result, organizations can reduce warehousing costs while maximizing performance. Alliance BI for Depot Repair Alliance BI for Depot Repair gives managers the real-time visibility they need to monitor and track assets throughout the return, repair and exchange processes. At any point throughout the repair service workflow, organizations can quickly assess activities and identify potential problems before they occur. Organizations can get up to the minute insight regarding warranty compliance, contractual agreements and customer inquiries. Now they can begin to establish metrics and easily monitor and refine based upon financial and operational objectives. Alliance BI for Contact Center Empower contact center managers to proactively address operations and performance. Effectively measure and monitor dozens of KPIs, ranging from call response time, to average length of call, cross-sell and up-sell revenues, time to resolution, peak volume times and agent performance. In addition, interactive and timely insight enables contact center professionals to identify potential problems and make corrections before they impact customer satisfaction.

7 Alliance BI for Sales Up-to-the minute information enables sales executives to make fact-based, information-rich decisions with confidence. From accurate forecasting to extracting the information needed to maximize cross-sell and up-sell opportunities, Alliance BI for Sales helps users optimize their sales effectiveness and revenues. Alliance BI for Marketing This module equips your marketing team with the in-depth customer insight needed to generate highly customized multi-channel marketing campaigns. In addition, monitor campaign effectiveness and make changes in real-time to maximize impact, improve customer satisfaction and loyalty, and optimize incremental profits. Alliance BI for Professional Services Automation (PSA) By making quantifiable information immediately accessible and easily understandable, this module provides managers with instant answers to challenging business questions such as: Are projects on time and within budget; are project estimates accurate; are projects adequately staffed with the right people?

8 CORPORATE HEADQUARTERS 240 Gibraltar Road Horsham, PA USA EUROPEAN HEADQUARTERS Trent House, University Way The Technology Park Cranfield, Bedfordshire United Kingdom MK43 0AN ASIA PACIFIC HEADQUARTERS 118 Christie Street St. Leonards, NSW 2065 Australia Astea International Inc All rights reserved. All information contained within is a copyright of Astea International Inc. All other products or companies referenced in this brochure may be trademarks or registered trademarks of their respective companies /

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