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

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
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!