Palo Alto, Calif., Nov 19, 2014 - HP today announced that one of Europe's leading telecommunications operators, TeliaSonera Finland, has selected HP Software to power an initiative to measure, manage and enhance their customer experience.

TeliaSonera Finland receives thousands of customer emails, phone calls, social media posts and Net Promoter Score results on a daily basis. While these interactions hold crucial potential into understanding their customers, TeliaSonera Finland had no effective way to unlock such intelligence to help them in an intensely competitive market.

HP IDOL (Intelligent Operating Data Layer) will give TeliaSonera Finland a holistic view of customer sentiment across all products, processes, channels, geographies and demographics. This discovery process pieces the puzzle together from customer-generated data to identify patterns, relationships, concepts, and sentiment, and delivers comprehensive intelligence via intuitive visualization. TeliaSonera Finland will be able to significantly enhance their customer experience by fine-tuning their focus on what matters the most, making more educated decisions, and optimizing their investments accordingly.

TeliaSonera Finland had previously leveraged the HP IDOL information analytics platform, to analyze customer support emails. They were able to minimize call volume to the support center by developing and refining high quality frequently asked questions based upon analysis from HP IDOL. TeliaSonera Finland will build upon this successful #HPIDOL implementation with additional analytics, visualization and workflow capabilities.

"We know that our business and our customers create a wealth of valuable information every day, and that the key to our success is the ability to quickly derive meaning and understanding from these disparate data sources," said Kaisa Ilola, Head of Customer Channel Management, at TeliaSonera Finland. "HP Autonomy gives us the unique ability to gain the coveted 360 degree view and unlock actionable intelligence that will help us achieve a new level of advantage with superior customer experience."

"To succeed in today's markets, business leaders need to consistently please their customers and HP Autonomy can help bring comprehensive and relevant insights to enable game-changing plays," said Jeff Veis, Vice President, Big Data Group, HP Software (@HPSoftware). "We are very pleased to work with a customer centric industry leader like TeliaSonera Finland who recognizes the need for such intelligence and clarity to drive the right decisions in delivering the best possible customer experience."

Additional Information

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