Teradata launches customer experience tool

by CXOtoday Staff    Jun 15, 2010

Teradata Corporation, a provider of data warehousing and enterprise analytics solutions, 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.
The new solution relies on the Ventraq Customer Experience Analytics applications running on the Teradata Purpose-Built Platform Family. Carrier analytical tools have largely focused on network performance and costs but not other factors that are most likely to cause customer dissatisfaction. "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," explained David Grant, VP (industry marketing and solutions), Teradata Corporation.

Teradata Customer Experience Management quantitatively measures a subscriber’s entire experience — voice, text, Internet and e-mail 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 is also claimed to reduce support costs by preempting potential dissatisfaction and prioritize corrective actions based on customer profitability.

The solution also provides communications service providers visibility into the profitability of their customers and the services they use. With this information, they can match new product and service offers to customers, and identify their most valuable customers.

The Ventraq-designed solution leverages Teradata to scale seamlessly from local or regional operations to national and multi-national levels. Driven by the Teradata database, the core of the Ventraq analytic suite of solutions is the advanced Ventraq platform, Business Integration Appliance Services. It collects and manages operations support system and business support system data records, compares and analyzes them on a record-for-record basis on demand.