Sitel Appoints Qlik to Power its Big Data Initiative

Qlik®, a global leader in data analytics, announced that Sitel, one of the world’s leading customer experience management outsourcing providers, is leveraging its platform for Sitel’s Big Data initiative. Qlik will draw data from disparate sources within Sitel and power insights for business end-users through a visual and interactive presentation layer. This will enable both internal and external stakeholders to immediately generate value from insights which were previously hidden across data sources or arrived at several weeks or months later. It will also facilitate more agile business decision-making. Sitel found an ideal match for its requirements in Qlik’s overall value proposition, including its ability of providing scale, access, and rendering ability across a vast set of employees in a core-based licensing deal.

Qlik’s comprehensive data-centric offering that synergizes the entire data output of an organization into actionable insights will benefit Sitel employees. By combining data from various departments such as the global data warehouse, telephony systems, human resources information, and enterprise CRM-driven data, Sitel will be able to extract more value and insights by seeing the whole story in their data. The presentation layer offered by Qlik has recognized built-in Extract, Transform and Load (ETL) capabilities, further facilitating the process of data warehousing from multiple device sources accessed by Sitel employees across the globe.

Commenting on the association, Arnaud de Lacoste, COO & Cofounder Group Acticall / Sitel CMO, Ventures & Innovation said, “We were looking for a BI partner that understood our needs, was willing to sit down with us and work through our requirements, and then present a custom-made solution which resonated with our needs. Qlik met all our criteria perfectly and the total solution was unmatched by anyone else in the business intelligence space.”

Subhendu Mandal – SVP Customer Insights at Sitel said, “We needed a system that holistically met our needs of churning out the most precise information from our Big Data framework while remaining accessible to our employees. Qlik offers the perfect presentation layer in terms of architecture and installation that we had hoped for. Furthermore, the constant interaction, responsiveness, and engagement of senior leaders from both ends resulted in a unique synergy, important for long-term collaborations. We are pleased to have entered into a three-year deal with Qlik.”

Elaborating on the plan-of-action implemented by Qlik, Souma Das, Managing Director, Qlik India, said, “Sitel required a specific BI solution that could handle Big Data, was accessible to the entire enterprise, provided a well-balanced ETL ability, met the internal as well as external business needs, and offered a perfect architectural and installation proposition. Our objective was to provide a flexible and adaptable framework that not only fulfilled these requirements, but could also incorporate future alterations. We are pleased to partner with Sitel and look forward to enabling it to deepen the penetration of its presentation layers.”

Sitel aims to implement Qlik Sense as a standard BI tool across its entire employee base, functions, and sites, spread throughout the world. Using Qlik’s analytics platform, Sitel wants every employee to have access to unique contextual advice in order to make the most informed decisions to bolster business growth and development opportunities.