Mon Oct 19, 2009 12:30pm EDT
Teradata Delivers Real Time Intelligence for Business Contact Centers in
Collaboration with Microsoft
Data warehouse will route real-time information captured from interactions
onto analysts’ dashboards for more effective contact center operations
WASHINGTON, Oct. 19 /PRNewswire/ — Teradata Corporation (NYSE: TDC), the
world’s largest company solely focused on data warehousing and enterprise
analytics, today 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.
(Logo: http://www.newscom.com/cgi-bin/prnh/20090909/TERADATALOGO )
“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.
SOURCE Teradata Corporation
D’Anne Hotchkiss, +1-609-433-1715, danne.hotchkiss@teradata.com, or Mike
O’Sullivan, +1-937-242-4786, mike.osullivan@teradata.com, both of Teradata
Corporation
Related posts:
- MicroStrategy and Teradata Collaborate to Deliver Customer Data Insights Teradata’s Integrated Web Intelligence Incorporates MicroStrategy’s Dashboards to Provide Actionable...
- UK Retailer Shop Direct Chooses Teradata for Enterprise Data Warehouse Wed Oct 21, 2009 11:30am EDT System will centralize information...
- EMC Expands Services and Solutions for Microsoft Business Intelligence, Data Warehouse and SQL Server Enables Timely and Relevant Business Insight Through Consulting Expertise and...
- Univa Delivers Cloud Management for Oracle® E-Business Suite October 14, 2009 08:49 AM Eastern Daylight Time SAN FRANCISCO–(BUSINESS WIRE)–Univa...
- Posts about Business Intelligence News as of September 24, 2009 Italy’s Gruppo Montepaschi Consolidates on Teradata Active Enterprise Data...
Related posts brought to you by Yet Another Related Posts Plugin.
This entry was posted on Tuesday, October 20th, 2009 at 8:50 am and is filed under Business Intelligence News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
