Telefónica is using HP Customer Experience Assurance (CEA)—a comprehensive network-analysis and customer-experience monitoring solution developed by HP and partner 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.
HP Customer Experience Assurance provides:
Network data acquisition from multiple sources, including probes, logs and usage-detail records. Advanced network and quality-of-experience intelligence to correlate and analyze data in real time. Integrated, multidimensional views of customers, usage, quality of experience and network achievements from all sources.
With an integrated, multidimensional view of the customer experience across networks, traffic and user experience, Telefónica operations and business planners are developing service-assurance systems that are faster and more effective. The company also can lower the total cost of ownership due to savings realized by leveraging its existing assets.
“By giving Telefónica 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.”
“CSPs must have a deep understanding of the customer experience before they can improve it with highly personalised 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.”
HP also announced key upgrades in several solution portfolios that address customer-experience management in the communications, media and entertainment industry.