Telefónica expands its Business Support System (BSS) transformation project with Amdocs with the implementation of its data management services. The solution which is part of its newly unveiled enhanced big data analytics portfolio is designed to collect, store and gain actionable business insights from their volumes of data at its operations in Chile and Peru. Amdocs will implement an operational data store that aggregates data from multiple operational sources including charging, collections, ordering, customer management and enterprise product catalog across these two operations.
According to Amdocs, using the communications-specific Amdocs Logical Data Model (aLDM) to map and correlate data into a 360-degree view of the customer, the data store gives Telefónica the ability to produce on-demand, a range of analytic dashboards and pre-packaged reports to drive faster and more informed decision-making. The data store addresses the costly and complex challenge of mapping thousands of data tables in Telefónica's operational systems and creates a single data gateway for its enterprise data warehouse.
Phil Jordan, Global Chief Information Officer, Telefónica
This data store puts vital operational information at the fingertips of our operations in Chile and Peru so we can see, analyze and react to market conditions faster. This project supports our current transformation initiative in Chile and Peru by providing a more detailed operational picture, allowing us to make changes more quickly to improve the customer experience. This is a key element of our strategy to differentiate Telefónica by enabling all customer interactions online and ensuring a world class omni-channel and digital customer experience.
Manuel Zepeda, President, Caribbean and Latin America Region, Amdocs
In The New World of Customer Experience™ – today's era defined by rising customer expectations, rapid technology advancements and intensified competition – it has never been more important for service providers to streamline business processes to get faster, data-driven insights. This operational data store, supporting the transformation already underway, will accelerate business value for Telefónica by delivering actionable business insights. This will allow Telefónica to not only react even faster to changing market conditions but also set the pace with new service offerings to deliver a differentiated customer experience.
Image by Javmoraga (Own work) [CC BY-SA 3.0], via Wikimedia Commons