Contact Center Solutions Featured Article

TalkTalk Implements QlikTech's QlikView Business Discovery Platform

September 12, 2012

Business Discovery company QlikTech recently announced that TalkTalk — a broadband, home phone and mobile provider — is piloting its QlikView Business Discovery platform. QlikView helps employees to better understand how to speed up the provisioning process for an overall improved customer experience.

TalkTalk Group is among the largest U.K. home broadband suppliers, offering wireline Internet through its TalkTalk and AOL (News - Alert) Broadband brands. Its business-to-business (B2B) arm, TalkTalk Business, is also a major player in supplying technology solutions to businesses. With the QlikView Business Discovery platform, TalkTalk must produce reports across all functions of the business, while responding to data requests from the commercial, marketing, sales, customer retention and compliance divisions.

Due to the demanding nature of its business, TalkTalk needs to be able to process issues and requests very quickly. As such, the network operator chose QlikView Business Discovery for its faster reporting and dashboard view. The platform enables the generation of an integrated data view of the customer journey through the provisioning process as it associates disparate data and traverses through data dynamically.

“We are in a very competitive and aggressive market and it is important to make the provisioning process as fast and smooth as possible to roll out new services and add new customers,” said Peter Cullen, head of provisioning M.I. and analysis at TalkTalk, in a press release. "We have selected QlikView Business Discovery for its intuitiveness and ability to empower users to better understand the data variables. In using QlikView, we are setting out a best practice approach to data analysis, while upskilling our staff to manipulate ever more data variables.”

Previously, the TalkTalk teams relied on other business intelligence software as an extraction tool, then used Excel documents to generate a report.

In August, TalkTalk chose Nexidia Advanced Interaction Analytics to provide quality, compliance and performance consistency across its entire network.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Centers Embracing Asterisk

The VoIP PBX Asterisk has long been touted, along with Linux, as one of the open source movement's biggest success stories, but how does the open source PBX fare under real-world contact center use? Very well, according to a guest post on Asterisk developer Digium's blog by Loway founder Lorenzo Emilitri. [ Read More ]
04/15/2014

OTRS Improves its Customer Support Software with New Features

OTRS Group has announced that it enhanced customer support software by adding new OTRS Feature Add-On "Ticket Allocation" feature to it. This is good news for service organizations and call centers that want to assign tickets automatically to its staff members. [ Read More ]
04/15/2014

Revana Wins Three Stevie Awards

Revana, the growth services division of TeleTech Holdings, Inc., recently announced that it was recognized with Sales Outsourcing Provider of the Year award, in the 9th Annual Stevie Awards for Sales & Customer Service. The company has won the Sales Outsourcing Provider of the Year award for third consecutive year. Apart from the Gold Stevie Award, Revana also won Silver awards both in the Online Sales and Telesales categories for its partnership with Google and another global client. [ Read More ]
04/15/2014

Amazon.com Employs Reverse Psychology with 'Pay to Quit' HR Practice

It's a practice that has business owners shaking their heads - companies offering bonuses for employees to quit their jobs. But that's exactly what Amazon.com has started doing with its employees. Each year the retail e-commerce giant plans to offer its fulfillment-center employees a $2,000 bonus if they decide to quit. It increases $1,000 each year until it caps at $5,000. [ Read More ]
04/15/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!