Leveraging the Cloud Environment

Improve operational efficiency and the customer experience

Published August 2017

In an effort to centralise its reporting activities and gain greater visibility into its contact center operations, TELUS wanted to integrate the data from its numerous sources to create “one version of the truth” with a common set of metrics and goals. By integrating the data, senior management could receive standardized performance reports of all levels of the customer experience operations in the organization. They also wanted to have the flexibility to view the data from various perspectives so that team members can easily drill down into agent performance information. This would empower employees to improve their performance with timely role-relevant, secure and personalized information via dashboards, reports and analytics.

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