Telefónica said it has begun a ground-breaking project which will enable it to capture, in real time, the true quality of customer service experience, in order to guarantee excellent connectivity and performance, so that the customer can always enjoy the services they want, when and how they want.
This project, which has been implemented in all of the company's operations taking advantage of the Group’s size, allows it to gain a real insight into the customer's experience when using the service, regardless of time or place, and it does this by means of aggregated and anonymous analysis of data based on customer behaviour.
The application of Big Data 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.
The platform, which will cover all of the Service Operations Centres implemented locally by Telefónica in the countries where it operates, and using the anonymous and aggregated information on network use by customers, will 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.
This project will be implemented in all countries where the Company operates, beginning during the third quarter of 2016 in Argentina and Chile. The initiative is aligned with Telefónica's new strategic plan to become an Onlife Telco which allows people to choose a whole world of infinite possibilities.
Enrique Blanco, CTO, Telefonica
Cconnectivity is the oxygen of digital life and that is why for Telefónica it is vital that we provide customers with excellent connectivity, which means guaranteeing that they can be always connected, in any place and from any device, with the highest quality.
