 Live from Boston, Massachusetts, extracting the signal from the noise, it's theCUBE covering HP Big Data Conference 2015, brought to you by HP Software. Now, your hosts, John Furrier and Dave Vellante. Okay, welcome back everyone. We are live in Boston, Massachusetts for HP's Big Data Conference, HP Big Data 2015. Go to crowdchat.net slash HP Big Data 2015. That's the hashtag. Join the conversation to get on the record. Go to wikibond.com for all the latest research from our team. And of course, SiliconANGLE.com for all the latest news and analysis. I'm John Furrier, my host Dave Vellante. This is theCUBE. This is our flagship program. We go out to the events and extract the signal and noise. And again, live here in Boston, we're here with Khydeni, technology consultant from Telus. Great to have you on theCUBE. Get your expertise and insight. Welcome to theCUBE. Thank you for having me. So tell us a little bit about what you do at Telus. You have some history with autonomy. What's your, before we get into the company, what are you excited about these days? What's some of the technologies in Big Data that you've been working with and you're excited about? I think Big Data is huge for, to support our corporate strategy, especially our, I tell us, we're focusing on customer services. And we won't have our, you know, the best customer experience in Canada, was all the, in the telecom industry. So that's why I think Big Data and the Big Data analytics is going to help our company to succeed. Certainly back when Twitter started, when A4 became mainstream, I used to tweet at Comcast Cares and I knew the person doing it, so I'd get great service. They'd just say, Furrier tweeted and then I have a truck roll up. But that's the kind of thing that you're shooting for, right? The feeling of personal service. How do you achieve that? Where are you guys at in this journey? Where are you on the spectrum? So I think, you know, this is a, I guess two parts, right? One is really from the customer perspective and the other is that it really improved the process from the company internally, improved the call center efficiency and also improved the process that we actually bring to the call center agency. How to actually improve the, let's say, like reduce the queue time when customers are waiting on phone and also let's say reduce the waiting processing time. Is it mostly phone or is it online phone? We have our, currently we're focusing on the call center agency to basically to provide the best customer service to whoever's calling in to our customer service because we have a call center. So you're trying to give them a picture of the customer, what services they're purchasing and they just said cut that time that they're on the phone? Yeah, for example, you know, we used to have this, you know, we have idle server in-house and we didn't actually use apply idle server with the call center. So let's put this way. So we used to have this service address search, right? So it's form-based. You have to put it in the house number, street name, postcode in Canada and also, you know, city, then province and then you click on search. So you'd be on the phone with a customer? Exactly. Asking them all these questions. Exactly. So, you know, you fingers crossed that, you know, you find the right address and if it doesn't find the correct address you come back saying, hey, can you actually, you know, see the address again kind of thing, right? So we thought, you know, this is kind of- Or did you recently move, right? Yeah, this is kind of, you know, too slow for the customer. Not a great customer experience. Yeah, exactly. So what we did was, you know, I sit down with one of the agents, you know, I tell us we have this C2C close to customer event. So our, as a consultant, I get the chance to sit with a call center agent, sit with them just to watch what they do and then I find out that kind of inefficient way of doing search. So we basically apply idle using a really a type of head search, right? While the agent is typing, list of addresses showing up, they can just pick whatever addresses is actually, you know, told to from the customer and then they can find the exact address without actually filling the form, click on search kind of thing. So it's much, much quicker. So when you talk to telecos, they generally, when they talk about their analytics strategy, the two broad vectors, I know there's much more granularity, but the high level, they say, either they're trying to make more personalized offers or they're trying to improve customer service. It sounds like your vast majority of focus is on the customer service. So, why is that? I mean, is it perceived that that's going to drive ultimately more value for your organization versus sort of spamming people with personalized offers? What's your opinion? Right, so for us, because the technology in the telecom industry is, you know, it has been mature, more mature now. You know, before, one of our competitors has some sort of edge over the network, but now, you know, because Telstra and Bell had a alliance, basically, we have the network technology all pretty much on the even ground now. So our company thought, you know, customer service, customer satisfaction is more important to bring the value to our company and also, and we want to take it as a really comparative advantage of our company. So analytics, analytics have been pretty complicated, still are, and very customized. Do you see that changing? You know, I don't know if you saw the keynotes this morning, Colin talked about ERP, how ERP used to be highly customized and then it became packaged. Do you see analytics following a similar path where you have at least templates that are very specific to your industry that are more built within the applications or do you see it remaining a highly customized business? I think both. One is, it definitely has to be industry specific because every industry has their own specific needs. Second thing is, really, it needs to be more customizable to the business users. As a technology because every business department have their own needs and without empowering them to do the work, you know, they have, I guess we have to, we just have to enable them to do the analytics and also some reporting, data analysis and all that stuff. So today, how does it work? You have a data science team that sort of filters things and you're trying to make it more consumable by the business user, how do you do that? Right now, I think we do have teams actually looking into the data. You know, we are not a vertical customer yet, but we do have a BI team to basically looking into those data to see what they can actually forecast using statistical models and not differently. And you use idle primarily in your analytics or do you also use it sort of the governance, knowledge management, is it a broader initiative? So, idle is primarily used as a search tool right now at Telus. However, though, we want to expand idle's capability to other spectrum at Telus. And also I want, the reason why I'm at this conference because I want to learn more about Vertica and to see what we can actually do with Vertica at Telus and hopefully we can have some sort of a POC or project going at Telus as well. Why? What's the impetus for that? What's the problem you're trying to solve? I think I talked to a couple of DBAs when I was at Telus and the problem was current data and the next tools or BI tools is that when one thing is it's a little bit too expensive and sometimes the reporting is kind of slow. Let's put it this way, the performance side. So, I've been talking to different customers during the conference and what I heard about Vertica is just great because the performance stands down its best. That's what I heard, so. Okay, so give us a summary in your take. If you had to ask the type of people that are at this event, what would you say? I'm sorry. The kind of people that are attending the event. Customers, engineers, dev ops, developers. How would you rate the kind of audience here? I think. We'll see developers, engineers or business people. I think we got kind of mixed groups here. Some people want the roadmap of the technology. Some people really want a technical detail of certain software applications. A lot of people we talk to are very geeky. They want to know what the engines are and how to configure the stuff. New stuff, the sequel on Hadoop's been big, so it's been very interesting. Any surprises that you've learned here at the show or that you want to share? I really, I kind of surprised that. How many people actually turn out in this conference and so far it's been good. This is our third year. We love it. We think it's the best conference out there. It's its first year for me, so I love it. Well it's good content, right? I mean it's not a lot of marketing hype. In fact, the keynote speaker this morning from a bunch of BS marketing hype. Don't believe the hype. And Connie actually didn't stop him. So I really liked it. I think Colin was very much happier at the double stage. Thanks so much for sharing your insight on theCUBE. Appreciate your time. Look forward to chatting with you again soon. Thanks for your data. Mr. Cube, we'll be right back with more. Soon from the noise after this short break, live in Boston, Massachusetts. This is a special broadcast of theCUBE with HP Big Data's 2015 Conference. We'll be right back.