Tuesday, September 18, 2012

Telefónica Monitors Mobile Customer Experience with HP


Telefónica is deploying HP's Customer Experience Assurance network-analysis solution to improve the total customer experience for its mobile users. Telefónica will deploy HP CEA progressively in all its properties across the Americas and Europe. Financial terms were not disclosed.

Telefónica's efforts to to resolve network- and service-quality problems requires analysis of huge amounts of data from disparate sources, including Telefónica’s operations support systems (OSS), probes and network elements. Telefónica is currently serving over 243 million mobile customers across all of its markets.

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.”

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