Big Data and analytics are “huge to our customer experience” and “will help our company succeed,” said Kai Ni of Telus Corp. The Canadian call center company is improving its customer experience by eliminating the previous need to provide basic information — name, phone number, address — that should be auto-populated. Kai Ni is a technology consultant at Telus in Canada; he sat down with SiliconANGLE Media’s production team, theCUBE, at the HP Big Data Conference2015 in Boston.

Goals for Ni include improving call center efficiency but reducing the “queue time” and to provide the best customer service. As a consultant, Ni sits with the call center agent and watches what the agents does. Then, he finds inefficiencies where the customer is experiencing lag time.

Big Data maturing telcoms

Technology in the telecom industry is now more mature, according to Ni. “Before, one of our competitors had some sort of edge over the network, but now … technology is on even ground.” Telus believes in this landscape that customer service is a more important focus than advancing in the technology. Ni stated that as “every industry has it own needs,” technology needs to be “industry specific,” but at the same time, he believes that technology needs to have more customization.

While Telus is not currently a Vertica user, a team is looking at the benefits of the product for the company.

Watch the entire interview below, and be sure to check out more of SiliconANGLE and theCUBE’s coverage of the HP Big Data Conference 2015.

Photo by SiliconANGLE