Published 3 Jun 2025· via partner.microsoft.com· Case study
TTEC unifies customer data for improved sales and retention with Humanify Insights Platform
TTEC · Tech & Comms · United States
−20%
quantified impact
As reported by the source; not independently verified.
Summary
TTEC, a global customer engagement and contact center specialist, faced challenges with fragmented customer data spread across different systems. Partnering with Neal Analytics, TTEC launched the Humanify Insights Platform, which leverages Microsoft Azure tools to aggregate, cleanse, and analyze data from various sources into a unified architecture. Machine learning models were deployed for product recommendations and customer churn prediction, while Power BI dashboards provided real-time insights to agents. As a result, TTEC agents could offer more personalized recommendations and proactive retention plans, boosting sales and reducing churn significantly. This platform enables a consistent, seamless customer experience across TTEC's global operations and is available to other companies via the Microsoft App Store.
The problem
- 01Customer data dispersed across many platforms and tools prevented unified customer views.
- 02Agents lacked efficient access to accurate, comprehensive information.
- 03Inefficiencies in cross-selling and personalized service due to fragmented data systems.
- 04Increased risk of customer churn without strong proactive retention capabilities.
What they built
- 01Developed Humanify Insights Platform using Azure Data Factory, Azure Data Lake, and Microsoft Common Data Model.
- 02Aggregated and cleansed multi-source data to enable unified views.
- 03Applied machine learning for product recommendations and churn identification.
- 04Provided real-time, actionable insights to agents with Power BI dashboards.
Reported results
- 01Increased sales by 5-10% through targeted recommendations.
- 02Reduced customer churn by 20% with proactive intervention strategies.
- 03Enhanced agent efficiency and customer satisfaction with seamless experience.
- Launched unified customer insights platform
- Enabled personalized, seamless customer service
- Provided real-time actionable agent insights
- Improved proactive retention and recommendations
Source
How this deployment compares
Computed from the library · data 10 Nov 2026This is the only TTEC deployment in the library. It is one of 33 customer experience analytics deployments, 4 of them in Tech & Comms. Its reported 20% reduction is below the typical range (median 30% across 8 figures).
TTEC in the library
The only TTEC deployment in the library
Gone quietThe source is no longer online and no newer TTEC record has appeared since.
Same pattern, whole library
One of 33 customer experience analytics deployments
- Tech & Comms accounts for 4 of them (12%), ranking #2 of 12 industries.
- 11 records of this pattern came before it; 20 have been published since.
- Only 14 of the 33 put a number on the result (42%).
- AWS42%
- GCP36%
- Microsoft21%
- Amazon Bedrock 10
- Amazon S3 8
- AWS Step Functions 5
- Looker 5
- Vertex AI 5
- Azure AI 4
Shares describe this library, not the whole market.
Results against peers
20% reduction is below the typical range
Across 8 customer experience figures (all industries), the median reduction is 30%; the middle half falls between 28% and 58%.
This recordMiddle half of peers
- Quality & accuracy51 figures, all industries · middle half 23%–95%40%median increase
Peer figures are as reported by their sources; percentage claims only.
How we checked this record
Evidence tier: verified
A primary source with a named customer and a supported deployment status.
- Named organization
- TTEC
- Who published the source
- The organization itself
- Deployment status
- Production (confidence 95%)
- Quantified result
- The source reports at least one figure
- Source link
- Broken at last check
Last re-checked 13 Jun 2026.