Nokia's Service Operations Center powers Telefónica UK's drive towards customer-centric operations
January 16 2019 - 4:01AM
Press Release
- Nokia evolved Service Operation Center (eSOC) platform will
enable Telefónica UK to proactively monitor and enhance individual
customer experiences and services in real time
- SOC implementation is a key step in Telefónica's transformation
from network to service assurance, helping it differentiate itself
in highly demanding markets like the UK
15th January 2019
Espoo, Finland - Telefónica Group has selected Nokia as its
Service Operation Center vendor to support the operator's journey
in the UK from a traditional network-centric operation towards a
customer-centric operation with full focus on the customer
experience. Nokia's evolved Service Operation Center (eSOC)
platform will be implemented for Telefónica UK's 32 million
customers.
The Nokia eSOC Platform provides the flexibility to interface
with existing Telefónica UK systems and data sources, creating an
environment that lets Telefónica UK proactively monitor its
customers' experiences and take recommended actions based on
measured trends.
Thanks to the SOC offering, which enables a range of automation
techniques leveraging Artificial Intelligence (AI) and Machine
Learning (ML), Telefónica UK can optimize their operations to best
meet their objectives. Nokia's SOC Office consultancy will support
Telefonica through the process reengineering required for
SOC-enabled business transformation.
The move from network-centric to customer-centric operations is
a growing trend for communication service providers, and service
assurance is a key differentiator for Telefónica in the mature UK
telecoms landscape. With the Nokia eSOC Platform and Nokia SOC
Office, Telefónica can proactively ensure the excellence of
services that are considered more important by subscribers.
Juan Manuel Caro, director of network and IT operations at
global CTIO at Telefónica, said: "Telefónica has always aimed
to offer the best possible experience to our customers which a
reactive network monitoring approach to operations could never
guarantee. With SOC we have already transformed this in three of
our markets reaching the next level in automated customer
experience management, granting us flexibility and adaptability
that serves as a key differentiator. Nokia's solutions and services
will allow us to achieve this goal in a competitive market like the
UK".
Bhaskar Gorti, president of Nokia Software, said:
"Telefónica is pioneering the transformation toward
customer-centric operations with the deployment of Nokia eSOC.
Nokia is proud to support Telefonica's digital transformations and
SOC deployments across the globe and with the flexibility to adapt
to existing ecosystems in local markets."
Resources
- Web page: Nokia evolved Service Operations Center (eSOC)
- Web page: Nokia Service Assurance Portfolio
- Web page: Nokia Autonomous Customer Care
- Web page: Nokia Analytics
About TelefónicaTelefónica is one of the largest
telecommunications companies in the world by market capitalization
and number of customers with a comprehensive offering and quality
of connectivity that is delivered over world class fixed, mobile
and broadband networks. As a growing company it prides itself on
providing a differential experience based both on its corporate
values and a public position that defends customer interests.
The company has a significant presence in 17 countries and 356
million accesses around the world. Telefónica has a strong presence
in Spain, Europe and Latin America, where the company focuses an
important part of its growth strategy.
Telefónica is a 100% listed company, with more than 1.5 million
direct shareholders. Its shares are traded on the Spanish Stock
Market and on those in London, New York, Lima, and Buenos
Aires.
If you would like to know more about the Telefónica, please
visit www.telefonica.com
About NokiaWe create the technology to connect the world.
Powered by the research and innovation of Nokia Bell Labs, we serve
communications service providers, governments, large enterprises
and consumers, with the industry's most complete, end-to-end
portfolio of products, services and licensing.
We adhere to the highest ethical business standards as we create
technology with social purpose, quality and integrity. Nokia is
enabling the infrastructure for 5G and the Internet of Things to
transform the human experience. nokia.com.
Media Inquiries:Kelly StoneThe Hoffman Agency for Nokia
Software CommunicationsPhone: +1 206-618-2028Email:
kstone@hoffman.com
NokiaCommunicationsPhone: +358 10 448 4900Email:
press.services@nokia.com
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