Teradata Helps Telcos Enhance Customer Experience

Teradata Corporation has introduced the Teradata Customer Experience Management solution that shows communications service providers their subscribers’ perspective of their service. It is the latest addition to the Teradata Telco Analytics with Ventraq suite of applications.

“As people move away from land lines and adopt their wireless device for more uses, reliability becomes critical to them and that all aspects of the network perform flawlessly,” said David Grant, VP, Industry Marketing and Solutions, Teradata Corporation. “Customer satisfaction is largely based on the quality of service, frequency of dropped calls, Internet access time and handset performance. Before now, carriers have not had analytical tools to pinpoint issues that can cause customers to be dissatisfied and potentially, to leave.”

Teradata Customer Experience Management quantitatively measures a subscriber’s entire experience - voice, text, Internet and email transactions - with the operator’s products, services, applications, and network. This information can be used to identify the root cause of network, application and handset problems and trace them to affected subscribers. It can also reduce support costs by preempting potential dissatisfaction and prioritize corrective actions based on customer profitability.

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