TalkTalk leads a consumer revolution
TalkTalk is a quad play provider and fourth largest operator in the U.K. The company aims to be the best value for money provider.
TalkTalk deployed Pega Customer Service for Communications, introducing case management, industry service cases, and Next-Best-Action for customer service.
To move customers to use self-service channels, TalkTalk needed to add visibility, personalization, and intelligence to its processes. Pega provides that intelligence by replicating the decisions of TalkTalk’s best agents during customer interactions and adding visibility by extending the same customer service processes through via digital self-service.
Pega
