HP helps Telefonica improve service

HP has announced that Telefonica SA is using HP technology to improve the mobile broadband experience of its customers worldwide.

Telefonica is using HP Customer Experience Assurance (CEA)-a comprehensive network-analysis and customer-experience monitoring solution developed by HP and specialized software developer Zhilabs-to improve the total customer experience, thereby increasing loyalty, reducing 'churn' (customer defection) and lowering the costs associated with customer care.

Telefónica will deploy HP CEA progressively in all its properties across the Americas and Europe.

In 2011, Telefónica launched an initiative to resolve network- and service-quality problems more quickly and effectively. The core challenge was to extract valuable customer intelligence out of huge amounts of data from disparate sources, including Telefónica's operations support systems (OSS), probes and network elements. Telefónica needed a network and analysis tool that was customer-centric, massively scalable and easy to use.

'By giving Telefonica deep, real-time insight into its customers, HP CEA is enabling us to deliver a much higher quality of experience,' said Enrique Blanco, global chief technology officer, Telefónica.

HP and Zhilabs understood our problem, worked closely with us on a proof of concept, and delivered the right combination of powerful software, consulting and integration services, and overall project management Blanco added.

'CSPs must have a deep understanding of the customer experience before they can improve it with highly personalized services,' said David Sliter, vice president and general manager, Communications, Media and Entertainment, HP Enterprise Services.

The HP OSS Transformation and Actionable Customer Intelligence portfolios provide a broad array of customer-experience management solutions to help CSPs like Telefónica turn their customer data into high-value, personalized services added Sliter.