), a leader in user-driven Business Intelligence (BI), today announced it has been awarded a contract from
. TELUS International will use QlikTech’s cloud-based QlikView solution to improve its own performance and provide critical details of its call center operations to its clients, which include some of the world’s largest brands in the high-tech, financial services, telecommunications, utilities, and consumer goods industries.
TELUS International employees act as customer service agents for some of the most respected global brands. To better serve these organizations, TELUS International required a solution to enhance 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. With the QlikView solution, TELUS International will analyze and focus more closely on the quality of service it provides both clients and their end customers.
“As a global provider in the very competitive call center and customer service outsourcing solutions business, it is imperative that we constantly adapt to stay ahead of the curve,” said Michael Ringman, vice-president of IT at TELUS International. “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.”
“We are pleased to serve as a strategic partner for TELUS International as they enhance their Business Intelligence journey,” said Joseph Dibartolomeo, President of the Americas, QlikTech. “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.”
TELUS International began piloting the QlikView solution in late 2013, and will focus on global deployment during early 2014.