Case Study
Case Study:
TalkTalk Business
Shout Telecoms' unique approach to delivering bespoke solutions gives TalkTalk Business a competitive edge — from IVR and call recording to bespoke analytics.
TalkTalk Business is the dedicated business-to-business division of the TalkTalk Group, the UK's third largest communications network operator — and a leading player in the development and delivery of next-generation IP-based converged voice and data services.
Employing over 750 staff across 10 sites and headquartered in Warrington, UK, they have a 15-year history of providing business telecoms to small, medium, and large enterprises as well as the public sector. One key division is dedicated to inbound services — non-geographic numbering, call recording, and custom IVR — where flexibility, time-to-market, and technical expertise are critical.
Over several years of working together, Shout has delivered increasing amounts of core network intelligence and resource into the TalkTalk network — from enhancing legacy equipment functionality to the provision of programmable IVR and call recording solutions, all fully integrated into TalkTalk's backend and billing systems.
"We use Shout because they are intrinsic to our network and are extremely efficient in delivering reliable, creative and bespoke solutions for us."
Shout also developed Vision — a bespoke statistics package allowing TalkTalk customers to log in and see detailed information on their calls and call patterns. TalkTalk provided the general specification; Shout delivered the solution.
Shout works alongside TalkTalk's in-house developers, with the business finding it efficient to split projects by area of expertise. The longevity of the relationship means they regularly review and plan for new solutions that differentiate TalkTalk from their competitors.
"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
- • Insufficient in-house resource for complex bespoke requirements
- • The need to differentiate their offer from competitors
Keys to Success
- • Unique approach to problem solving
- • Ability to deliver bespoke solutions to specification
- • Established relationship built on trust
Project Outcomes
- ✓ Better services for customers
- ✓ Reduced customer churn
- ✓ Improved revenue and competitive differentiation
What they said
In their own words
"
"We use Shout because they are intrinsic to our network and are extremely efficient in delivering reliable, creative and bespoke solutions for us."
Head of Inbound Service Creation, TalkTalk Business
"
"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."
Head of Inbound Service Creation, TalkTalk Business
"
"The longevity of the relationship means we regularly review and plan for new solutions and services which differentiate TalkTalk from our competitors."
Head of Inbound Service Creation, TalkTalk Business
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