The project sees Telefónica use Huawei’s Smartcare SOC solution to deploy the three dedicated Service Operations Centres (SOCs) for the intelligent management of its networks, based on customer experience analysis. It will enable the company to capture, in real time, the true quality of customer service experience, at this stage, in mobile services only.
“These SOCs are the first step in bringing customer experience to the next level. In the near future the application of Artificial Intelligence (AI) 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,” said Enrique Blanco, global chief technology officer of Telefónica SA.
“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. As Telefónica moves towards the next generation of networks, intelligence and analytics are key, to turn data into a knowledge that enables real-life innovation.”
The SOCs are already operating in Argentina, Chile and Germany and represent a first step towards the application of AI to operations. They use analytics techniques on the services provided via the network allowing the company to anticipate incidents and identify proactive actions to improve customer experience.
To be implemented in all the countries where the company operates, Telefónica is shifting the paradigm in network management evolving to a model that allows to monitor the quality of services (QoS) offered to customers in real time.
Moving from network to service and customer-centric operations is a “complex and ambitious undertaking,” Telefónica says, “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”.
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”.
Huawei SOC’s solution 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.
Edward Deng, president of the Telefónica global account at Huawei, added: “It is a great honour for Huawei to be selected as the customer experience management SOC’s solution supplier for Telefónica. The SOC is the key to realise 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. We are confident and committed to deliver the end to end solution requested by Telefónica to the highest quality. Huawei is fully committed to this project and will draw upon all our considerable expertise and experience to support Telefónica and ensure the complete success of the objectives set.” GTB