Telerx listens to the voice of the customer.

"Analytics is becoming a key differentiator between us and our more traditional competitors in the contact center services sector." - Gary Weber, Director of Data Services, Telerx

Customer:
Telerx

Industry:
Professional Services

Deployment country:
United States

Solution:
Big Data, Business Analytics, Business Intelligence, Business Performance Transformation, Customer Relationship Management, Information Management Foundation, Predictive Analytics, Smarter Analytics, Smarter Analytics - Increase operational efficiency, Smarter Commerce

Smarter Planet:
Smarter Communications

Founded in 1980, Telerx is one of the world’s most innovative contact center outsourcing providers. It operates from five locations in the United States, and also has contact center teams working at client sites across the country. The company employs over 1,700 people and specializes in providing services to clients in the pharmaceuticals and consumer products sectors.

Business need:
Recognizing that consumers are increasingly choosing to express their opinions about companies and products online, Telerx realized that to outperform its competitors in the contact center outsourcing sector, it needed to transform its business model.

Solution:
By harnessing analytics technologies and adopting a more holistic approach to multi-channel customer interactions, Telerx has moved into a new space: consumer intelligence and research. The analysis of unstructured text data mined from social networks, call center notes and near real-time transcriptions of customer phone calls enables Telerx to offer its clients revolutionary new insights into consumer behavior.

Results:
Automated transcription and analysis of consumer phone calls reveals twice as many actionable consumer insights as analysis of social media or call center notes alone.

Benefits:
Embedding analytics services into its contact center offerings puts Telerx in a position to gain significant competitive advantage over rival service providers. Social media analysis helps to predict “hot topics”, enabling Telerx to set appropriate staffing levels and brief its contact center teams before customers start calling.

IBM products and services that were used in this case study.

Software:
Cognos Business Intelligence, Cognos Consumer Insight, SPSS Modeler, SPSS Social Media Analytics

Service:
GBS BAO: Business Intelligence and Performance Management

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