Teradata, MS Ally To Deliver Contact Centre Intelligence

Teradata, a player in the data warehousing and enterprise analytics space, has introduced a business solution called Teradata Contact Center Intelligence for telecommunications based on Microsoft business intelligence technologies.

This new solution enables contact centre 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.

“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 offering delivers sophisticated business intelligence for more strategic decision-making across the company in areas such as networks, services, customer care and billing.”

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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 centre reporting has traditionally been provided by the operational systems in the call centre. 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 centre 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.