Data warehouse will route real-time information captured from interactions onto analysts' dashboards for more effective contact center operations.
Teradata Corporation (NYSE: TDC), the world's largest company solely focused on data warehousing and enterprise analytics, recently introduced a business solution called Teradata Contact Center Intelligence for Telecommunications based on Microsoft Corp. business intelligence technologies. This new solution enables contact center managers and business analysts at telecommunications carriers to examine detailed company data from all service channels, outside vendors and other enterprise data sources to understand both current operations and trends over time. It is designed to run on the Teradata Active Enterprise Data Warehouse, Teradata Data Warehouse Appliance, Teradata Extreme Data Appliance or the Teradata Data Mart Appliance.
"As customers continue to use more communications channels, carriers need help in integrating service information across those channels in order improve the customer experience. Of course, they have to reduce contact center costs at the same time," said Sheryl Kingstone, senior analyst, Yankee Group. "Carriers have long said that information silos, business processes and managing third-party content are their top obstacles to improving customer experience.The new Microsoft-Teradata approach addresses those obstacles."
The cost of operating a telecommunications contact center environment can be significant, ranging from $100,000 to a more than a billion dollars annually. Even small performance improvements can have a multi-million dollar impact, resulting in a rapid payback on a carrier's investment.
"The combination of Microsoft SQL Server Analysis and Reporting Services, Microsoft Office SharePoint Portal Server, Microsoft Office and Microsoft Virtual Earth with the power of a Teradata data warehouse enables our service provider customers to aggregate a mix of divergent types of information into a comprehensive view of actual operations," said Terry McGuigan, managing director, telecommunications industry in the communications sector at Microsoft. "This cost-efficient offering delivers sophisticated business intelligence for more strategic decision-making across the company in areas such as networks, services, customer care and billing."
The solution brings together the Microsoft family of business intelligence products with direct connectivity to the Teradata enterprise data warehouse system to provide immediate access to high volumes of critical customer experience information and sub-second query response.
"Contact center reporting has traditionally been provided by the operational systems in the call center. However, traditional methods of analysis are becoming obsolete as customers may try three or more channels before reaching an agent. By integrating disparate channel data in the Teradata warehouse to the tools they already use, business analysts can shift their efforts from data-gathering and system work-arounds to more effectively diagnosing contact center performance and exploiting opportunities for improving the customer experience," said David Grant, vice president of industry solutions for communications, media, entertainment and utilities, Teradata Corporation.
Microsoft and Teradata are collaborating successfully to provide similar solutions around enterprise intelligence at such companies as Lloyds, TSB, NCR Corporation, Radio Shack and RBC Bank.
About Teradata
Teradata Corporation (NYSE: TDC) is the world's largest company solely focused on raising intelligence through data warehousing, data warehouse appliances, consulting services and enterprise analytics. Teradata is in more than 60 countries and on the Web at www.teradata.com.
Teradata is a trademark or registered trademark of Teradata Corporation in the United States and other countries.
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