Improved Customer Satisfaction GTE Wireless' data warehouse enhances customer service by collecting data from diverse polling switches across the country and making a full call detail record available to centers that handle customer complaints. If a customer has a problem with static or a lost call, for example, they call a GTE Wireless operator. Within six minutes, data about the call has been routed to the warehouse and is ready for viewing. Increased customer loyalty is critical in a climate where widespread discounting threatens profits.
Users can view call detail records using a standard browser interface to view workloads and trends.
Engineers can determine where upgrades or additional sites are needed so the company can ensure total coverage and prevent network problems and dissatisfied customers. In addition, managers can monitor the individual caller's technology and market digital services to analog customers. Accurate Wholesale Billing Volumes and payments between telecommunications carriers have traditionally been estimated because accurate data was so difficult to gather and analyze. With its new data warehouse, GTE Wireless can analyze all payments to and from outside providers. It supplies real-time data and next day summaries and reports on 20 million call detail records a day.