QlikTech, a Radnor, Pennsylvania-based provider of user-driven Business Intelligence (BI) solutions, announced it has won a contract from TELUS (News - Alert) International, a provider of business process outsourcing (BPO) and contact center solutions, to deploy its cloud-based solution to improve customer service analytics and reporting capabilities for its global clients.
The partnership will help TELUS serve its international clients which include some of the well-known global brands in high-tech, financial services, telecommunications, utilities, and consumer goods industries. The company will use QlikTech’s cloud-based QlikView solution to provide critical details of its call center operations to its clients.
QlikView leverages natural analytics to support the way our human curiosity naturally searches and processes information, revealing insights and enabling decisions in the process. It gives immediate insights they need and IT professionals the enterprise manageability and governance they require.
In fact, TELUS was looking for a solution that enhances the analysis of its own data to better identify and mitigate customer service issues and improve overall business operations by deploying solutions in the cloud. The implementation of QlikView solution allows TELUS to analyze and focus more closely on the quality of service it provides to both clients and their end customers.
Michael Ringman, vice-president of IT at TELUS International, said, “QlikView is already adding tremendous value to our business. For example, we can now report the amount of revenue each agent generates for a client. This data looks at how our agents create business results beyond just service level metrics, which leads to a very different, bottom-line impacting conversation with clients."
"By leveraging the power of their data via QlikView, we are confident that TELUS International will unlock important insights that will take their business, and that of their customers, to the next level," said Joseph Dibartolomeo, president of the Americas, QlikTech.
TELUS International began piloting the QlikView solution in late 2013, and will focus on global deployment during early 2014.
Edited by Cassandra Tucker