Teradata has unveiled a business solution based on Microsoft business intelligence (BI) technologies. This new solution, labelled as Teradata Contact Center Intelligence for Telecommunications, enables contact centre managers and business analysts at telecommunications carriers to examine and understand detailed company data from all service channels. 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 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.
"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 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."
