Wednesday, 31 January 2018 00:05

Telstra to deliver personalised customer experience with Splunk

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Big data aggregator Splunk has announced that Australia’s largest telco, Telstra, is embracing its platform to gain deeper business insights leading to enhanced customer experiences.

Telstra has long been a Splunk customer. “Since 2009 we have worked with Telstra across a number of use cases, in relation to operational intelligence and business analytics, to assist Telstra in reinforcing its position as a leader in customer service,” said Simon Eid, area vice-president, ANZ, Splunk.

Telstra has publicly stated it uses Splunk within its security and rich media offerings, among other areas and departments.

Enjoying success in its use of Splunk Telstra found the product was the perfect choice to achieve a similar depth of analytics in other areas, substituting machine data for business data.

It’s a familiar story for Splunk: “Innovative enterprises like Telstra often start with a single use case to solve a business problem but quickly realise the potential of the Splunk platform to offer deep insights and simultaneously solve a range of business challenges across the enterprise.” 

This has been the experience of other customers like Infigen Energy, Vodafone and others.

For Telstra, it means the information delivered through Splunk can directly and positively impact user experience, initially through Splunk's IT Service Intelligence (ITSI) providing visibility into health and key performance indicators of critical services, allowing a timely response.

“At Telstra, customer experience is our priority,” said Dave Wilson, chief automation officer, Telstra.

“Splunk helps provide us with real-time data in a single dashboard via Splunk® IT Service Intelligence so that we can proactively respond to any issues," he says.


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David M Williams

David has been computing since 1984 where he instantly gravitated to the family Commodore 64. He completed a Bachelor of Computer Science degree from 1990 to 1992, commencing full-time employment as a systems analyst at the end of that year. David subsequently worked as a UNIX Systems Manager, Asia-Pacific technical specialist for an international software company, Business Analyst, IT Manager, and other roles. David has been the Chief Information Officer for national public companies since 2007, delivering IT knowledge and business acumen, seeking to transform the industries within which he works. David is also involved in the user group community, the Australian Computer Society technical advisory boards, and education.

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