Conocer en tiempo real la calidad de experiencia de uso de los servicios

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protect social connection concept

CLAVES:

  • Telefónica transforma el paradigma de la gestión de la red y evoluciona a un modelo que permite tener la sensación real de lo que es la experiencia de los clientes, en todo momento y lugar, para garantizarles una conectividad excelente.
  • Esta iniciativa, basada en la aplicación de técnicas de big data analytics sobre el uso de los servicios y la red, permite anticipar incidencias e identificar acciones proactivas que mejoren la experiencia de cliente.
  • Con el objetivo de ser un proveedor telco que permita y facilite la digitalización de la vida de los usuarios, trabaja para convertirse en una ‘Onlife telco’ que, con la tecnología como motor de desarrollo del negocio, forme parte de la vida de todos.

Telefónica ha iniciado un proyecto que permite conocer en tiempo real la experiencia de servicio de los clientes, en términos de calidad, con el objetivo de garantizar una conectividad y prestaciones excelentes, de forma que el cliente siempre disfrute de los servicios que quiere, cuándo y cómo los quiere.

La aplicación de herramientas de Big Data Analytics a la red y a su mantenimiento implica para Telefónica dar un paso más como compañía centrada en el cliente, evolucionando desde un modelo de gestión de red a un modelo de gestión de experiencia de cliente, asegurando la calidad y proporcionando la excelencia en servicios.

SOC Platform Architecture
Fuente: Telefónica

La plataforma englobará los Centros de Operaciones de Servicio y se utilizará la información anonimizada y agregada del uso de la red por parte de los clientes con el fin de anticipar posibles incidencias y puntos negros, entre otras cosas. De este modo, se van a poder identificar acciones proactivas que garanticen un mejor uso de los servicios, hacer un mantenimiento predictivo, optimizar la red y dar respuestas más rápidas, concretas y efectivas a los clientes que tienen alguna incidencia técnica.

La compañía dispuso de una demo específica que permite conocer en tiempo real la calidad de experiencia de uso de los servicios por parte de los clientes de la compañía, mediante el uso de información anonimizada y agregada. Entre otras cosas, la demo permite mostrar en tiempo real cómo automáticamente se planifican las acciones preventivas que evitan que el cliente llegue a notar una incidencia que se pueda producir.

Documento relacionado en Thinknowa:

La iniciativa está completamente alineada con el nuevo plan estratégico de Telefónica para convertirse en la Onlife Telco que permita a las personas elegir todo un mundo de posibilidades infinitas.

La conectividad es el oxígeno de la vida digital y por eso para Telefónica es clave proporcionar a sus clientes una conectividad excelente, lo que implica garantizarles que puedan estar siempre conectados, en cualquier parte y desde cualquier dispositivo, con la máxima calidad” dijo Enrique Blanco, Global CTO de Telefónica.

TELEFÓNICA. Telefónica pone en marcha un proyecto global para analizar en tiempo real la experiencia de uso de sus clientes y garantizar calidad y excelencia en red. 21 de febrero de 2016 [consultado 23-02-2016]. Disponible en: https://www.telefonica.com/es/web/sala-de-prensa/-/telefonica-pone-en-marcha-un-proyecto-global-para-analizar-en-tiempo-real-la-experiencia-de-uso-de-sus-clientes-y-garantizar-calidad-y-excelencia-en-r

[section label=”Telefónica quiere ser una “Onlife Telco” en 2020″ anchor=”Telefónica quiere ser una “Onlife Telco” en 2020″]

Telefónica quiere ser una “Onlife Telco” en 2020

Además, con el objetivo de ser un proveedor telco que permita y facilite la digitalización de la vida de los usuarios, Telefónica trabaja para convertirse en una ‘Onlife telco’ que, con la tecnología como motor de desarrollo del negocio, forme parte de la vida de todos.

graph
Fuente: Telefónica

En una etapa en la que el crecimiento de los datos es exponencial y las aplicaciones y los dispositivos son cada vez más avanzados, la compañía quiere aprovechar las infraestructuras para proporcionar la mejor experiencia a los clientes y, además, continuar invirtiendo para asegurar un alto nivel de conectividad. La ubicuidad, la máxima velocidad y capacidad, la disponibilidad desde cualquier dispositivo y flexibilidad son las premisas sobre las que seguir trabajando para ser capaces de dar la mejor oferta de valor añadido.

Ser una ‘Onlife Telco’ significa dotar a las personas de las mejores soluciones tecnológicas para que puedan mejorar y enriquecer sus vidas y significa hacerlo con el compromiso de poner a los clientes en el centro del negocio.

TELEFÓNICA. Telefónica: una onlife telco. 2016 [consultado 23-02-2016]. Disponible en: https://www.telefonica.com/es/web/mwc/onlife_telco

[section label=”Oferta de Valor” anchor=”Oferta de Valor”]

Oferta de Valor

La oferta de valor presente se erige sobre tres propuestas:

  • Una conectividad permanente y excepcional: En una era en la que el crecimiento del tráfico de datos lo hace exponencialmente, la conectividad es una exigencia permanente de los clientes y la quieren con la mejor calidad. Telefónica está realizando un enorme esfuerzo inversor y de desarrollo tecnológico para lograr este punto.

Una muestra de ese esfuerzo y compromiso son el desarrollo y la puesta en marcha del 5G, el despliegue de fibra óptica de máxima velocidad y simétrica, la virtualización de la Red y los nuevos equipamientos como el ‘Home Gateway Unit’ que permiten hacer tangible el ‘hogar conectado’.

  • Una oferta única e integrada: La digitalización del día a día convierte en una necesidad disponer de una amplia gama de soluciones y servicios que estén personalizados y enfocados a satisfacer todas las necesidades de las personas.
  • Los valores y la propia experiencia de los clientes. La firma quiere distinguirse por disponer de productos y servicios confiables puesto que ofrece la seguridad y fiabilidad que exigen los usuarios. Todo puesto en marcha en un entorno abierto y colaborativo.

La vida digital es la vida, y la tecnología forma parte esencial del ser humano. La tecnología ofrece un mundo de posibilidades que facilitan la comunicación, la eficiencia, el entrenamiento o el aprendizaje, entre otras cosas.

[section label=”Tecnología WebRTC para la comunicación” anchor=”Tecnología WebRTC para la comunicación”]

Tecnología WebRTC para la comunicación

TokBox, filial de Telefónica con sede en Silicon Valley, también ha presentado su plataforma WebRTC, poniendo de relieve las grandes posibilidades de integración de soluciones de comunicación en móviles, internet y dispositivos conectados.

TokBox desarrolla y opera OpenTok, una plataforma global en la nube para integrar video en directo, voz, mensajería y experiencias de pantalla compartida en sitios web y aplicaciones móviles. La plataforma, escalable y personalizable, permite a las empresas desarrollar todo tipo de comunicaciones de vídeo, desde un chat entre dos personas a una emisión en la que intervienen un gran número de fuentes.

Tokbox1-480
Fuente: Telefónica

WebRTC supone el avance más espectacular en comunicaciones y construcción de la web de los últimos 10 años o incluso más. Con la plataforma OpenTok, grandes y pequeñas compañías pueden dar rienda suelta a su creatividad y desarrollar diferentes soluciones para algo tan esencial como es comunicarse. Ese potencial implica enormes repercusiones en todos los sectores: banca, educación, salud, ocio o comercio electrónico”, ha señalado Scott Lomond, consejero delegado de TokBox.

Compañías  como Mozilla Hello, Fox Sports, eGain, Major League Baseball, Valspar, Bridgeston Golf, Ford y Doritos han utilizado también la plataforma OpenTok de TokBox para incorporar vídeo, voz y mensajes a sus soluciones de comunicación.

TELEFÓNICA. Real Time Customer Quality of Experience. 2016 [consultado 23-02-2016]. Disponible en: https://www.telefonica.com/documents/26188/19025205/QoE.pdf/9ac00569-2fe7-44f9-92b1-67a2a828e18d
TELEFÓNICA. Telefónica presentará la tecnología WebRTC de su filial TokBox en el MWC. 17 de febrero de 2016 [consultado 23-02-2016]. Disponible en: https://www.telefonica.com/es/web/sala-de-prensa/-/telefonica-presentara-la-tecnologia-webrtc-de-su-filial-tokbox-en-el-mwc

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