Contact Center Solutions Featured Article

TalkTalk Implements QlikTech's QlikView Business Discovery Platform

September 12, 2012

Business Discovery company QlikTech recently announced that TalkTalk — a broadband, home phone and mobile provider — is piloting its QlikView Business Discovery platform. QlikView helps employees to better understand how to speed up the provisioning process for an overall improved customer experience.

TalkTalk Group is among the largest U.K. home broadband suppliers, offering wireline Internet through its TalkTalk and AOL (News - Alert) Broadband brands. Its business-to-business (B2B) arm, TalkTalk Business, is also a major player in supplying technology solutions to businesses. With the QlikView Business Discovery platform, TalkTalk must produce reports across all functions of the business, while responding to data requests from the commercial, marketing, sales, customer retention and compliance divisions.

Due to the demanding nature of its business, TalkTalk needs to be able to process issues and requests very quickly. As such, the network operator chose QlikView Business Discovery for its faster reporting and dashboard view. The platform enables the generation of an integrated data view of the customer journey through the provisioning process as it associates disparate data and traverses through data dynamically.

“We are in a very competitive and aggressive market and it is important to make the provisioning process as fast and smooth as possible to roll out new services and add new customers,” said Peter Cullen, head of provisioning M.I. and analysis at TalkTalk, in a press release. "We have selected QlikView Business Discovery for its intuitiveness and ability to empower users to better understand the data variables. In using QlikView, we are setting out a best practice approach to data analysis, while upskilling our staff to manipulate ever more data variables.”

Previously, the TalkTalk teams relied on other business intelligence software as an extraction tool, then used Excel documents to generate a report.

In August, TalkTalk chose Nexidia Advanced Interaction Analytics to provide quality, compliance and performance consistency across its entire network.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

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