AT A GLANCE

Innovative Insight Answers the CallBreaking Boldly from Tradition In the world of telephony, change often happens slowly, and sometimes painfully. Ask any call center or enterprise IT manager tasked with selecting, maintaining and managing legacy, premise-based phone systems and software. Bolder Thinking addresses telephony pain points with an agile, cloud-based platform that eliminates the cost and complexity of maintaining expensive, traditional solutions—so all departmental managers can focus on running their business, not their technology.

Founded by veterans of the call center industry, Bolder Thinking’s approach to telephony is indeed bold. To make their customers’ lives easier—they enable dynamic scalability and deliver better value. Recognizing that their cloud-based solution’s benefits could extend way beyond operational and cost efficiencies, they looked to give customers real-time access to analytics on call center performance, something no other provider was offering.

With telephony platforms being so complex, and data coming from a mind-boggling variety of systems and sources, delivering cohesive analysis requires a series of difficult extractions and manipulations. It can get so complicated that most providers simply avoid it. Without viewable analytics for abandon rates, call times and call volumes, business leaders rely on IT to help them answer fundamental questions like “How is our customer service contact center performing?”

At Bolder Thinking, they saw an opportunity to address this gap by offering advanced, self-service analytics. It would relieve clients from their dependency on IT to generate reports. It would enable them to be more agile, to act more decisively, and to provide better service. It’s as VP of Product Development and co-founder Nicole Hushka put it, “We want to deliver data that our customers want to see, how they want to see it – and when they want to see it. We want to give our users control.”

Delivering Answers, Not Just Reports The Bolder Thinking team looked into building a solution with products like Jaspersoft—quickly realizing that would only deliver reports vs. true insights. “We wanted to create a paradigm shift from a world where IT runs call centers to a world where call center operators run call centers and IT can focus on strategic tech initiatives,” explained Hushka.

The Bolder Thinking team needed a tool that allowed them to empower the operators, supervisors, and call center managers to (1) get quick access to data, (2) to do ad hoc reporting on the fly themselves, and to (3) significantly reduce their time to insight.

They wanted users to be able to open a dashboard and answer their own questions. If they weren’t meeting SLAs, Bolder Thinking wanted them to be able to find out why by quickly taking themselves through a decision-making tree, a process to unearth insight needed for them to find core issues and make adjustments to optimize performance.

In the words of Hushka, “We give our customers awareness through their dashboards, and that gives them the ability to react as well as be proactive. That’s powerful. Advanced Analytics provide quick access to insight and answers, through a single interface that is easy to adapt on-demand to meet new requirements as they arise.”

1© 2015 GoodData Corporation. All rights reserved.

Company: Call center software design and delivery, 100+ employees

Subscriber Since: 2011

Solution: Powered by GoodData

Use Case: Provide user interface for advanced analytics

Favorite Metric: Agent Utilization, Calls answered in seconds

Favorite Feature: Easily compare agent’s performance to the performance of their peers

Results: ► 6 months to deploy live dashboards

► Advanced analytics user interface with ad hoc capabilities

► A key differentiator in a crowded market

► Customers chose Bolder Thinking because of the Advanced Analytics offered

G O O D DATA C U S TO M ER S TO R Y | BOLDER THINKING

“We want to give contact centers answers, not reports. They need to create their own metrics. GoodData’s power and flexibility is speeding time to insight and winning us business.”

Nicole HushkaVP of Product Development,Bolder Thinking

team@gooddata.com 415-200-0186 @gooddataGet in touch.

G O O D D ATA C U S T O M E R S T O R Y | B O L D E R T H I N K I N G

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Bolder Thinking Live Dashboard.All data has been genericized.

Speed to Insight Wins Business Bolder Thinking knew that GoodData’s end-to-end platform supports the entire data lifecycle, in addition to more data sources than any other solution, making it quick to implement and easy to manage. Within six months, they released Advanced Analytics fully embedded into their existing portal, with more than 200 KPIs that customers now can customize and monitor on a daily basis.

Today, users can quickly and easily get visibility into their contact center’s talk time or speed of answer averages. While this may seem to be a straightforward definition, each client actually uses a unique definition. “We couldn’t develop standard metrics and expect all call centers to accept our definitions,” said Hushka. “We needed to give our customers flexibility and control to create their own terminology.”

Bolder Thinking has also recently launched an SOS widget, which gives customers a way to provide online access to call center personnel through a web browser. If you’re shopping online and wish to talk to a person, you can initiate a call from the e-commerce site and speak to a rep through the speaker and mic on your computer. The GoodData dashboard will track KPIs such as how many attempts callers make, and which types of shoppers are escalating to support calls. In the future, Bolder Thinking plans to include video calling, in addition to voice calls.

Feedback has been overwhelmingly positive, with call center managers able to answer their own questions, resolve issues more quickly, and discover who’s using web access to call centers and why. They now also know in advance what staffing options will provide the most flexibility and efficiencies; and can graphically compare an agent’s performance to their peers, and see at-a-glance daily agent activities.

GoodData is helping win Bolder Thinking more business, with customers purchasing because of the Advanced Analytics they offer. “After we demo what’s possible, customers have turned the corner from researching our solution to purchasing,” said Hushka. “Multiple clients have offered to forgo certain platform features in exchange for the Advanced Analytics. It’s the insight that GoodData provides that’s helping sell our solution.”