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 Telef?nica 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 networks 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’.
As part of its customer-centric operations strategy, Telef?nica has selected HUAWEI SmartCare® SOC Solution to deploy its Service Operation Centers starting in Argentina, Chile and Germany. HUAWEI SmartCare® SOC Solution 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, enabling revenue and margin enhancement amongst other business values.
HUAWEI SmartCare® SOC 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 Telef?nica 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.
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. The final objective is to manage the network automatically to avert any potential problems.
“Machine learning is also becoming critical as operators virtualize their infrastructure: networks are becoming dynamic and exponentially more complicated to manage as the control is delegated to the network’s edge. As Telefonica moves towards the next generation of networks, intelligence and analytics are key, to turn data into a knowledge that enables real-life innovation.”
Edward Deng, President of Telef?nica Global Account, Huawei said, “It is a great honor for Huawei to be selected as the Customer Experience Management SOC’s solution supplier for Telef?nica. The SOC is the key to realize 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 Telef?nica.
“We are confident and committed to deliver the end-to-end solution requested by Telef?nica to the highest quality. Huawei is fully committed to this project and will draw upon all our considerable expertise and experience to support Telef?nica and ensure the complete success of the objectives set.”
The application of analytics tools on the network together with its maintenance shows Telef?nica 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, with quality as first priority.
