TalkTalk has been confirmed as the first large-scale broadband partner for the Kraken platform, the operating system which promises to revolutionise global utilities.
Salford HQ’d TalkTalk has signed a multi-year partnership agreement with Kraken to propel its ongoing transformation, and support its ambition to become the most recommended Wi-Fi provider in the UK.
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 see TalkTalk customers migrate from various legacy internal platforms to Kraken, which uses a single universal model to simplify all aspects of customer service, for both customers and colleagues. By streamlining account operations and consolidating everything into a single platform, Kraken will enable customer service teams to solve any problem.
READ MORE: ‘Thousands of new jobs’ promised as UK Government opens AI Growth Zone bidding
This will be Kraken’s first major expansion outside of energy and water utilities to a large-scale broadband provider, with both companies keen to leverage Kraken’s existing system as well as develop new capabilities for the telecoms industry.
Kraken’s end-to-end operating system is already contracted to run over 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 2.3m 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.”
