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Telefónica takes a fresh look at network management

telefonica-torre

via Flickr © wallygrom (CC BY-SA 2.0)

  • Big Data network management solution
  • Part of Telefonica’s €9bn investment in Capex over the past few years
  • Aligned with Telefonica’s new strategic plan to become an “Onlife” telco

Telefónica has commenced a new project that it says will enable it to capture, in real time, the true quality of customer service experience, in order to guarantee optimal connectivity and performance. The project has been implemented in all of the company's operations and allows the telco to gain a real insight into its customers’ experience when using the service, regardless of time or place, by means of aggregated and anonymous analysis of data based on customer behaviour.

The platform, which will cover all of the Service Operations Centres implemented locally by Telefónica in the countries where it operates, beginning during the third quarter of 2016 in Argentina and Chile. It will enable the company to anticipate possible incidents and black spots, and take proactive actions to guarantee better use of services, predictive maintenance, network optimisation and quicker, more tailored and effective responses to customers who have a technical issue. The initiative is aligned with Telefónica's new strategic plan to become an “Onlife Telco”.

“Connectivity is the oxygen of digital life and that is why for Telefónica it is vital that we provide customers with excellent connectivity,” said Telefónica's Global CTO, Enrique Blanco, “which means guaranteeing that they can be always connected, in any place and from any device, with the highest quality.”

This new management model, centred on customer experience, builds on Telefónica's investment of €9bn in Capex over the last few years, of which over three quarters –excluding spectrum – is dedicated to projects for the transformation and growth of the network.

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