Telefónica Public Policy & Telefónica España Regulatory teams
- The centres are already operating in Argentina, Chile and Germany and represent a first step towards the application of Artificial Intelligence to operations. They use analytics techniques on the services provided via the network allowing the company to anticipate incidents and identify proactive actions to improve customer experience.
- With this project, to be implemented in all the countries where the company operates, Telefónica is shifting the paradigm in network management evolving to a model that allows to monitor the quality of services offered to customers in real time.
Telefónica, using Huawei’s Smartcare SOC solution, announced today the deployment of three dedicated Service Operations Centers (SOC) in Argentina, Chile and Germany for the intelligent management of its network as a first step of a ground-breaking project which will enable the company to capture, in real time, the true quality of customer service experience, at this stage, in mobile services only. The objective is to guarantee excellent connectivity and performance, so that the customer can always enjoy the services they want, when and how they want.
Moving from network to service and customer centric operations is a complex and ambitious undertaking for Telefónica but the benefits are clear, including the ability to understand, manage and assure customer experience. This will lead to improved operational efficiencies and customer satisfaction and loyalty.
Service Operations Centers implemented use the anonymous and aggregated information on network used by customers that enable the company to anticipate possible incidents and black spots, among other things. In this way, proactive actions can be identified which when applied will guarantee better use of services, predictive maintenance, network optimization and quicker, more tailored and effective responses to customers who have a technical issue.
With this new way of Data Driven Operations, the company is now able to take decisions based on homogeneous criteria and calculations, in real time, and with accurate and comparable data, changing network maintenance from “scheduled” to “proactive” and “predictive”.
Enrique Blanco, Global Chief Technology Officer of Telefonica S.A. said, “These SOCs are the first step in bringing customer experience to the next level. In the near future the application of Artificial Intelligence to networks will maximize capacity and solve any problems before end users even notice anything.”
As part of its customer-centric operations strategy, Telefónica has selected Huawei Smartcare SOC’s solution to deploy its Service Operation Centers starting in Argentina, Chile and Germany. Huawei SmartCare SOC is the bridge between network resource assets management and customer assets management, and provides a Customer and Service centric operations capability that enables superior customer experience and operational efficiency.
Huawei SOC’s solution provides Per Service Per User (PSPU) visibility of Customer Experience which identify and fix faults before they become a problem for the customer and reduce complaints and churn. Huawei will support Telefónica not only with the deployment of its Smartcare best-in-class customer experience management platform but also with the launch of the operational transformational program including the processes definition and first year of operation.
Edward Deng, President of Telefónica Global Account, Huawei said, “It is a great honor for Huawei to be selected as the Customer Experience Management SOC’s solution supplier for Telefónica. The SOC is the key to realize the Service and Customer-Centric Operation Transformation. Huawei Smartcare SOC Solution has been one of the company’s key strategic investment areas, and strengthens our position as a transformation partner for Telefónica.”
The application of analytics tools on the network together with its maintenance shows Telefónica is taking another step towards becoming a customer-centred company, since it entails delivering excellence in services and ensuring quality through evolving from network management to customer experience management and with quality as first priority.