Storer concurred and added that for TalkTalk the most important thing regarding the project has been sticking to the ‘vision’. TalkTalk will use the Pega 7 platform to provide a “ dedicated case handler ” to customers experiencing problems , according to Alex Birtles , head of customer loyalty services at the telecomms company . Speaking at the Pegasystems ’ annual user conference , she acknowledged TalkTalk ’s customer service reputation was poor , admitting the service was “ not always there with the quality ” . Andrew Storer , lead architect , said they were turning to the Pega 7 platform in a bid to better manage customer complaints , rather than trying to persuade customers to “ self - serve ” to rectify their problems .
TalkTalk will use the Pega 7 platform to provide a “ dedicated case handler ” to customers experiencing problems , according to Alex Birtles , head of customer loyalty services at the telecomms company . Speaking at the Pegasystems ’ annual user conference , she acknowledged TalkTalk ’s customer service reputation was poor , admitting the service was “ not always there with the quality ” . Andrew Storer , lead architect , said they were turning to the Pega 7 platform in a bid to better manage customer complaints , rather than trying to persuade customers to “ self - serve ” to rectify their problems .