TELUS International will use QlikTech’s cloud-based QlikView solution to improve its performance and provide critical details of its call center operations to its clients.
QlikTech, in a statement, said TELUS International began piloting the QlikView solution in late 2013, and will focus on global deployment during early 2014.
QlikView solution will enable TELUS International 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. TELUS International will analyze and focus more closely on the quality of service it provides 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.”