Company adopted DataZen to give more agility to professionals who work with up to 100 thousand records on different devices
Contax, one of the largest Contact Center companies in the country, recently completed the modernization and expansion of the access of its coordinators, managers and directors to reports and analysis of internal data for decision making with the implementation of DataZen, a Microsoft solution that connects organizational data to build dashboards.
Altogether, there are more than 130 professionals who have a type of work filled with strategic actions and who depend on indicators within the company. Before, the process to collect this information required a great effort from Contax's BI (Business Intelligence) team. Using Azure, the Microsoft cloud, and enabling the DataZen feature, the company achieved operational gains on several fronts.
Microsoft's cloud servers were already available and, with the environment ready for implementation, DataZen was integrated into Contax's entire internal network. The resources are used in the areas of management and customer relations, engineering and management of IT environments, software solutions and mobility solutions and Big Data Analytics.
According to the Director of the Division of Servers and Platforms at Microsoft, Andre Echeverria, the solution that handles up to 100 thousand records on any device was fundamental to increase the performance of the BI division, especially for a work environment like Contax's, with intense exchange of information that can make a difference to the customers' business
.
“With the solution, strategic information was gathered in a single tool that can be accessed more quickly and on different devices such as smartphones, tablets and desktops. In this way, work tools for Contax, such as financial reports and data on performance, login and log-out of contact center operators, and comparisons between operations became available for more agile decision-making”, comments the Microsoft executive. .
Among the benefits achieved with the tool, there are also easier definitions of KPIs (metrics or performance indicators) and reduction of operations costs for the BI area.
For Contax's BI Manager, Fabio Luis de Oliveira, with the Microsoft tool, the company found a way to bring benefits both to the employees' operations and to the results with customers. “The DataZen solution helped to differentiate us in the market, both through quick internal management and in the process of publishing results. In addition, we were able to create new dashboards according to the needs of each area, producing more personalized tools”, says Oliveira.
Altogether, there are more than 130 professionals who have a type of work filled with strategic actions and who depend on indicators within the company. Before, the process to collect this information required a great effort from Contax's BI (Business Intelligence) team. Using Azure, the Microsoft cloud, and enabling the DataZen feature, the company achieved operational gains on several fronts.
Microsoft's cloud servers were already available and, with the environment ready for implementation, DataZen was integrated into Contax's entire internal network. The resources are used in the areas of management and customer relations, engineering and management of IT environments, software solutions and mobility solutions and Big Data Analytics.
According to the Director of the Division of Servers and Platforms at Microsoft, Andre Echeverria, the solution that handles up to 100 thousand records on any device was fundamental to increase the performance of the BI division, especially for a work environment like Contax's, with intense exchange of information that can make a difference to the customers' business
.
“With the solution, strategic information was gathered in a single tool that can be accessed more quickly and on different devices such as smartphones, tablets and desktops. In this way, work tools for Contax, such as financial reports and data on performance, login and log-out of contact center operators, and comparisons between operations became available for more agile decision-making”, comments the Microsoft executive. .
Among the benefits achieved with the tool, there are also easier definitions of KPIs (metrics or performance indicators) and reduction of operations costs for the BI area.
For Contax's BI Manager, Fabio Luis de Oliveira, with the Microsoft tool, the company found a way to bring benefits both to the employees' operations and to the results with customers. “The DataZen solution helped to differentiate us in the market, both through quick internal management and in the process of publishing results. In addition, we were able to create new dashboards according to the needs of each area, producing more personalized tools”, says Oliveira.
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