Telefónica is deploying dedicated Service Operations Centres (SOC) in Argentina and Chile for the intelligent management of its networks.
Using Huawei’s Smartcare SOC solution, the centres will enable the operator group to track the quality of its customer experience in mobile services in real time. 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.
Shifting from network to service and customer centric operations is challenging for any operator, but delivers benefits in terms of understanding and assuring the customer experience. For Telefónica, this will lead to improved operational efficiencies and customer satisfaction and loyalty.
The Service Operations Centres use the anonymous and aggregated information generated by customers on the network, enabling Telefónica 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 optimisation and quicker, more tailored and effective responses to customers who have a technical issue.
As part of its customer-centric operations strategy, Telefónica has selected Huawei Smartcare SOC’s solution to deploy its Service Operation Centres starting in Argentina and Chile. The SOC provides a bridge between network resource assets management and customer assets management, as well as 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 identifies and fixes faults before they become a problem for the customer to reduce complaints and churn. Huawei will support Telefónica with the deployment of its Smartcare customer experience management platform as well as 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, “In the near future the application of Artificial Intelligence to networks will maximise 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 virtualise their infrastructure: networks are becoming dynamic and exponentially more complicated to manage as the control is delegated to the network’s edge.”