Shout Telecom's unique approach to delivering bespoke solutions gives TalkTalk Business a competitive edge
TalkTalk Business is the dedicated business to business division of the TalkTalk Group, the UK’s third largest communications network operator. They are a leading player in the development and delivery of next generation IP based converged voice and data services.
Employing over 750 staff they are a global business operating from 10 sites, and headquartered in Warrington, UK. They have a 15 year history of providing business telecoms and provide solutions and services for small, medium and large enterprises as well as the public sector.
One part of the business is dedicated to delivering inbound services – non-geographic numbering, call recording and custom IVR solutions and therefore flexibility, time-to-market and expertise are all key ingredients to success.
Over several years of working together, Shout have delivered more and more core network intelligence and resources to the TalkTalk network. From enhancing the functionality of legacy equipment, to the provision of programmable IVR and Call-Recording solutions, all fully integrated into the TalkTalk backend and billing solutions.
As well as enhancing the call-handling side of the network, Shout then went on to develop Vision, a bespoke statistics package, which allows TalkTalk customers to login and see information on their calls and call patterns. TalkTalk provided the general specification for Shout to develop this bespoke solution for them.
Shout work alongside TalkTalk’s team of in house developers as the business finds it efficient to split projects into areas of expertise. David Chatterton, Head of Inbound Service Creation (ISC), said “We use Shout because they are intrinsic to our network and are extremely efficient in delivering reliable, creative and bespoke solutions for us”.
The longevity of the relationship means they regularly review and plan for new solutions and services, which differentiate TalkTalk from their competitors.
David said “Shout work in a very unique way, their solutions work and are turned around very quickly. We completely trust them as they feel our pain and help us resolve many complicated technical problems”.
Business Challenges
- Limited functionality on legacy equipment
- Limited in house resource to delivery complex and bespoke requirements
- The need to differentiate their offer to that of the competition
Keys to Success
- Unique approach to problem solving
- Ability to deliver a bespoke solution to specification
- Established relationship based on trust
Results
- Better services for customers
- Reduced customer churn
- Improved revenue
Stand out quotes
“We use Shout because they are intrinsic to our network and are extremely efficient in delivering reliable, creative and bespoke solutions for us”.
Shout work in a very unique way, their solutions work and are turned around very quickly. We completely trust them as they feel our pain and help us resolve many complicated technical problems”.
David Chatterton, Head of Inbound Service Creation (ISC), TalkTalk
