Telecom operator Telefonica announced the deployment of 3 Service Operations Centers (SOC) in Argentina, Chile and Germany for the management of its network.
Telefonica is using Huawei SmartCare SOC solution for the Service Operations Centers.
The investment in SOC will enable Telefonica to capture customer experience in real time in mobile services. The objective of the investment is to guarantee better connectivity and performance to its mobile customers with the aim of improvement in operational efficiencies and customer satisfaction and loyalty.
Telefonica will use insights from network used by customers to anticipate incidents and black spots, among other things. Better use of services, predictive maintenance to telecom networks, network optimization and tailored and effective responses to customers who have a technical issue are the main outcome of such investments.
Telefonica has selected Huawei SmartCare SOC solution, the bridge between network resource assets management and customer assets management. The SOC solution from Huawei provides a Customer and Service centric operations capability that enables better customer experience and operational efficiency.
Huawei said SmartCare SOC provides Per Service Per User (PSPU) visibility of Customer Experience which identify and fix faults before they become a problem for the customer and reduce complaints and churn.
“These SOCs are the first step in bringing customer experience to the next level. In the near future the application of Artificial Intelligence to networks will maximize capacity and solve any problems before end users even notice anything,” said Enrique Blanco, global chief technology officer of Telefonica.
Enrique Blanco said the final objective of the investment is to manage the network automatically to avert any potential problems. Machine learning is becoming critical as mobile operators virtualize their infrastructure. Mobile networks are becoming dynamic and complicated to manage as the control is delegated to the network’s edge.
Edward Deng, president of Telefonica Global Account, Huawei, was instrumental in associating with Telefonica for the SOC project.