Teradata launches contact centre intelligence in collaboration with Microsoft

Allows managers to examine data from service channels, outside vendors and other enterprise data sources

Data warehousing and enterprise analytics company Teradata has launched a new offering called Teradata Contact Center Intelligence for Telecommunications based on Microsoft business intelligence technologies.

According to Teradata, the new offering 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.

The company said that the new offering 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.

Terry McGuigan, managing director of telecommunications industry in the communications sector at Microsoft, said: “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 new offering brings together the Microsoft family of business intelligence products with direct connectivity to the Teradata enterprise data warehouse system to provide access to high volumes of critical customer experience information and sub-second query response, the company said.

David Grant, vice president of industry solutions for communications, media, entertainment and utilities at Teradata, said: “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.”

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