Monday, 30 October 2017 22:48

Vodafone Australia looking to improve user experience with Splunk

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Telco Vodafone Australia and big-data aggregator Splunk have entered a multi-year Enterprise Software and Services Agreement which the telco says will improve user experience.

This agreement is to be announced today, 31 October, but don't let the spooky date cause concern; both parties expect good and exciting things to result from the partnership.

Vodafone has already been using Splunk to help with internal system performance improvement including log-on times for customer care agents, the speed of credit checks and ensuring mobile number porting performance is at optimal levels.

The new agreement will see Vodafone expand its use of the Splunk platform to strengthen operations, network visibility and reporting.

In practical terms, this investment significantly enhances Vodafone's ability to investigate and resolve customer-facing and back-end issues. Vodafone seeks to provide proactive and predictive insights into customer needs, which in turn delivers a positive customer experience.

A challenge faced by many large enterprises — and telcos are no exception — is having to navigate multiple disparate, often manual, legacy tools to correlate and analyse data. In Vodafone's case, operations and network performance are spread over a range of diverse platforms.

Splunk has enabled Vodafone to automate many previously manual processes and provides insights that enable the company to more swiftly act, solving issues that would otherwise impact a customer experience.

“Splunk is helping us fine-tune our operations as we continue our focus on putting the customer at the heart of all we do,” said Dan Lloyd, chief strategy officer and corporate affairs director, Vodafone Australia. “Splunk’s diagnostics and analytics capabilities also help our internal teams uncover issues that may hinder performance or impact customers to maintain a level of performance we’re proud of."

“Leading C-suite executives, like those at Vodafone Australia, understand that machine data is a potential goldmine of information. This helps companies to deliver better, more tailored services that make happier customers and ultimately drive stronger revenues,” said Simon Eid, area vice-president, ANZ, Splunk. "Vodafone has demonstrated to Australia’s enterprises how machine data can help solve a multitude of business challenges and create opportunities.

“Vodafone’s success story also demonstrates that by listening to machine data, organisations are turning analytics into strategic business insights, which in turn help them gain competitive advantage in a very crowded marketplace.”

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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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