Recognizing that their call center solution's benefits could extend way beyond operational and cost efficiencies, the Bolder Thinking team looked to give customers real-time access to analytics on call center performance, something no other provider was offering.​ They 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.

1. AT A GLANCE
Innovative Insight Answers the Call
Breaking 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
GO O D DATA CUS TOMER S TOR Y | BOLDER THINKING

2. “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 Hushka
VP 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
...continued
gooddata.com
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.”