Telefonica has announced a contract to use Huawei’s Smartcare SOC platform in its new dedicated Service Operation Centres (SOCs) in Argentina, Chile and Germany. By means of the SOCs, Telefonica said it will be able to use anonymous and aggregated network data to anticipate and proactively address incidents to allow for better use of services, predictive maintenance, network maintenance, network optimisation and more tailed responses to customer issues. The system will eventually be implemented in all the countries where the company operates.
Huawei's platform is described as the bridge between network resource assets management and customer assets management, enabling superior customer experience and operational efficiency. It provides Per Service Per User (PSPU) customer experience visibility, which identifies and fixes faults before they become a problem and serves to reduce complaints and churn.
In a statement, Telefonica said the new SOCs mark the first step in its project to capture, in real time, the true quality of its customer service. “In the near future, the application of Artificial Intelligence to networks will maximise capacity and solve any problems before end users even notice anything,” said the operator’s global CTO Enrique Blanco.
