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 assign a “dedicated case handler” to customers experiencing problems, according to Alex Birtles, head of customer loyalty strategy at the telecomms company. Speaking at the Pegasystems’ annual user conference, she acknowledged TalkTalk’s customer service reputation was poor, admitting the firm was “not always there with the quality”. Andrew Storer, lead architect, said TalkTalk 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 issues.