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BT and Unisys Dial Up Jaspersoft to Support 8 Million Voicemail Customers

Jaspersoft reduces voicemail problem resolution from days to minutes

Jaspersoft announced that BT and Unisys have implemented the Jaspersoft Business Intelligence Suite to support their Statistical Data Warehouse (SDW) for improving customer service for voicemail subscribers.

The SDW, which was built using Jaspersoft and is today deployed in support of more than 8 million customers, reduces the time required to research and respond to issues and decreases costs associated with ad hoc information requests. Since the initial implementation of the SDW for voicemail, BT has expanded its deployment to include analytics for the BT Text and Managed SMS services. This expanded deployment has yielded the significant benefits of providing a "one stop shop" for messaging analytics and has simplified the provision of this information within BT.

BT is one of the world's leading providers of communications solutions and services operating in more than 170 countries. Unisys, a longtime Jaspersoft partner and a worldwide IT consulting and services company, manages BT's voicemail services (1571), including technology functions and business processes.

"BT's implementation of Jaspersoft is representative of leading companies around the world that are adopting open source software to meet their business and technology needs," said Brian Gentile, CEO of Jaspersoft. "Jaspersoft's open source business model and feature-rich software suite provides a useful combination for smart companies looking for a competitive edge."

BT and Unisys chose Jaspersoft for voicemail support because of its modular design, which drastically reduces maintenance and support issues and translates into lower costs. The customization capabilities of Jaspersoft also allow BT and Unisys to improve capacity planning with specific BI functionality that eliminate the need to retrieve and analyze reports for weeks and even months.

"Thanks to Jaspersoft, we're better able to track customer problems and inquiries, which helps us improve customer satisfaction and can lead to new revenues. For example, we can now help heavy users and upgrade them to services that better suit their needs," said Andre Gayle, Messaging Common Capability Service Designer for BT.

"Jaspersoft's tools allows us to focus on work that makes a difference for BT customers. By using the leading open source BI vendor's software and support, we know we can be confident in the accuracy of the data, and the clean user interface allows us to focus on data that informs our customer support," said John Sweet-Escott, Unisys Project Director.

For the complete story on how Jaspersoft is helping BT leverage the SDW for better customer service and lower costs, please find our case study here: http://bit.ly/1H8AZ6

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