Adoção de solução de business intelligence em uma operação de atendimento de uma empresa de telecomunicações

Abstract

The purpose of this technical report is to describe the implementation and development of dashboards in different tools from the point of view of creating a BI (business intelligence) environment for managing service indicators in a telecommunications company. For this, construction of dashboards and BI environment was carried out using some tools, and the migration from Qlik View to Spotfire. After the implementation of the tool, the evolution in the production of reports and dashboards, and decision making were described. The conclusions were that, using BI, it was possible to improve the analysis of company data with a reduction in errors, an increase in accuracy in percentages of retained and transferred calls, quick decision making and, as a consequence, increased profitability.