Mobile communications carrier Vodafone has upgraded its call centre and consolidated 120 business intelligence reports into three.
Vodafone's workforce operations manager Karen Stocks said the decision to integrate the reporting platform was obvious, due to the difficulty of getting the right information to staff.
"We originally consolidated everything down to two reports but have now added another," said Stocks.
"We can now get all our data from the different systems and the user pulls the data they want out of the reports."
Vodafone chose Brio Intelligence as the reporting software which pulls data from Oracle and Teradata back-ends.
Technical solutions manager Adam Spence said the system was a “self-service" reporting model where an analyst could make requests for information.
"The main driver for choosing Brio was that it comes bundled with Genesys which we implemented as part of the upgrade," said Spence. "Also, Vodafone New Zealand uses Brio which we will be sharing information with."
Spence said Vodafone's call centre upgrade cost more than $6 million and included the Genesys 6.5 software and a workforce manager application.
"We've been working on this for about 12 months and are now one of the first sites in Australia running Genesys 6.5, which had some initial issues that have now been fixed," he said.
"The cost of the reporting component is less than 10 per cent of the total project cost."
Regarding Vodafone's ROI for the project, Karen Stocks said the company could now spend less time manipulating data and more on analysing. "The big win for us is moving six full-time analysts from generating reports to value-adding roles in actually analysing them. There is also the intangible benefit of a better customer experience," she said.
The data generated by Genesys is 0.5TB, which is sourced from call queue statistics gathered every 15 minutes.
"Other data sources include all call statistics which indicates how well we are servicing our customers, and all agent performance statistics," said Stocks.
From an integration perspective, Spence is satisfied that Brio is not a proprietary solution that will result in lock-in.
"Brio is an excellent tool for moving us forward," he said.
“Now we integrate it with Oracle and Teradata but could also integrate it with our billing system."
Brio Intelligence uses the Quickview plugin for Internet Explorer. Spence said this would give Vodafone the amount of full fat-client functionality required through a Web interface.