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Telefonica Deploys Huawei CX Management Platform for SOCs in Argentina, Chile and Germany

Telefonica Deploys Huawei CX Management Platform for SOCs in Argentina, Chile and Germany Image Credit: Telefonica

Telefónica has started deploying Huawei's customer experience management platform in Argentina, Chile and Germany.  

Huawei said its SmartCare Service Operations Centers (SOC) solution allows the intelligent management of Telefonica's network by enabling the company to capture, in real time, the true quality of customer service experience for mobile services.

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.

SOCs 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.

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 said that the 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 Telefónica not only with the deployment of its Smartcare best-in-class  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, Telefonica
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.

Edward Deong, President of Telefonica Global Account, Huawei 
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.

Author

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at)thefastmode.com, or reach him on LinkedIn @raysharma10, Facebook @1RaySharma

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