Molloy Group, Business Objects bring decision support to front office

To add business intelligence features to call centers, help desks and other customer focused operations, The Molloy Group will bundle Business Objects' decision support tools with its Knowledge Bridge call center application.

The move is targeted at companies looking to blend customer-focused operation into one system, "where knowledge gained through phone, E-mail and Web interaction is managed and optimized within one central system," said Charles Chang, general manager of Business Objects Americas.

Knowledge Bridge analyzes problems submitted to users (e.g. operators in a call center), digs through a knowledge base of possible solutions, and delivers back to the user a list of solutions ranked by past success. New queries are added to the knowledgebase, keeping it growing and up-to-date.

Business Objects, the full-client product of the company of the same name, and WebIntelligence, the Web-based thin client tool, deliver access to information stored in data warehouses, data marts and packaged business applications. The tools deliver decision support in the form of query, reporting, online analytical processing and data mining.

Richard Koloski, Molloy Group's VP of engineering, said that Molloy wanted to add an enterprise-scalable, robust tool, that is easy to use and functionally robust.

"BusinessObjects and WebIntelligence support Molloy's larger vision, which includes enterprise client/server and web-centric knowledge systems for customer relationship management," he added.

Molloy Group will resell Business Objects products through an application agreement and has also joined the Business Objects Alliance Partner Program.

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