Telefónica Movistar México Taps Ericsson to enhance customer experience

Ericsson has been selected by Telefónica Movistar México, a subsidiary of Telefónica South America, to deploy the Service Operation Center (SOC) platform to enhance subscribers’ experience through Ericsson Expert Analytics.

The new SOC platform, based on Ericsson’s solution, will be deployed to gain visibility of Telefónica Movistar México’s service operations, quality, and end-customer experience. This will give the service provider actionable insights in real-time to help improve service quality and increase customer satisfaction.

Hector Gimenez, Chief Technical Officer, Telefónica Movistar México, says: “With Ericsson Expert Analytics we can now get a complete end-to-end view of our services, along with real-time insights, that allow us to accelerate decisions and actions that enhance the experience for our subscribers. We will leverage the data captured through Ericsson’s solution to relentlessly pursue operational efficiencies in both technical and non-technical areas and thus increase our focus on our customers.”

Arun Bansal, President and Head of Ericsson in Europe and Latin America, says: “Service providers around the world are increasingly turning to Ericsson Expert Analytics to gain greater visibility of their service operations. This visibility highlights opportunities to improve the customer experience in a wide range of areas, resulting in higher levels of customer satisfaction and loyalty. These are key metrics for service providers to increase revenue.”

This new solution will complement other services and solutions already provided by Ericsson, such as preemptive network support services, that enable early detection of critical issues and prevent incidents, resulting in improved operational efficiency and improved network quality.

Deployment of the Ericsson Expert Analytics solution for Telefónica Movistar México is ongoing. Full integration is expected by the second half of this year.