Teradata introduces contact center intelligence

NEW DELHI, INDIA: Teradata Corporation introduced a business solution called Teradata contact center intelligence for telecommunications based on Microsoft corporation 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 active enterprise data warehouse, data warehouse appliance, extreme data appliance or the data mart appliance.

The cost of operating a telecommunications contact center environment can be significant, ranging from $1,00,000 to 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.

Terry McGuigan, MD—Telecommunications, Microsoft remarked, "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. 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. 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.