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TalkTalk has signed a multi-year partnership agreement with operating system Kraken.
TalkTalk will adopt Kraken as its sole customer management platform as part of its shift to deliver a more customer-friendly offering.
The partnership will result in TalkTalk customers migrating from various legacy internal platforms to Kraken, which uses a single universal model to simplify customer service for both customers and colleagues.
Kraken’s end-to-end operating system is already contracted to run more than 60 million customer accounts on behalf of many of the UK’s top utilities, including Octopus Energy, EDF Energy, Severn Trent and E.ON Next, as well as other major utilities around the world.
Susie Buckridge, TalkTalk CEO, said, “At TalkTalk, we are undertaking a significant transformation as part of our ambition to become the most recommended Wi-Fi provider in the UK. An innovative and flexible technology platform that enables us to provide excellent customer service like Kraken is central to our ambition.
“I know I speak for all of us at TalkTalk when I say we are excited to be the first major connectivity provider to join the Kraken network, not least because of the significant benefits it will bring to our customers and colleagues.”
TalkTalk expects to migrate its 2.3 million customer base from its own proprietary platform to Kraken within the next two years, with the first cohort expected to go live later this year. The first new customers will be on Kraken by early summer, expanding over the next year.
Deepak Ravindran, CEO, Kraken for Water & Telco, said, “After successfully disrupting the energy and water markets, we are thrilled to expand the magic of Kraken to the telco industry with our first scaled telco customer. Our collaboration with TalkTalk gives us a unique opportunity to partner with a leading player in the UK market to deliver outrageously good customer service, unlock operational efficiencies and bring our best-in-class tech to yet another industry.”