Telefónica Selects Amdocs for Operational Data Store in Chile and Peru

Telefonica Santiago

Amdocs is supplying an operational data store solution to Telefónica Chile and Telefónica Peru to collect, store and gain actionable business insights from their volumes of data.

Amdocs operational data store aggregates data from multiple operational sources including charging, collections, ordering, customer management and enterprise product catalog. Using the communications-specific Amdocs Logical Data Model (aLDM) to map and correlate data into a 360-degree view of the customer, the data store gives Telefónica the ability to produce on-demand a range of analytic dashboards and prepackaged reports to drive faster and more informed decision-making.

The data store addresses the costly and complex challenge of mapping thousands of data tables in Telefónica's operational systems and creates a single data gateway for its enterprise data warehouse.

"This data store puts vital operational information at the fingertips of our operations in Chile and Peru so we can see, analyze and react to market conditions faster," said Phil Jordan, global chief information officer of Telefónica. "This project supports our current transformation initiative in Chile and Peru by providing a more detailed operational picture, allowing us to make changes more quickly to improve the customer experience. This is a key element of our strategy to differentiate Telefónica by enabling all customer interactions online and ensuring a world class omni-channel and digital customer experience."

Manuel Zepeda, president for Caribbean and Latin America at Amdocs commented "This operational data store, supporting the transformation already underway, will accelerate business value for Telefónica by delivering actionable business insights. This will allow Telefónica to not only react even faster to changing market conditions but also set the pace with new service offerings to deliver a differentiated customer experience."

The announcement marks an expansion of the modernisation of Telefónica's business support systems (BSS) to enable customers to move seamlessly between all customer interaction channels across its entire quad-play offering – wireline, wireless, Internet and TV. Amdocs is also working on a multi-channel quad-play transformation initiative for Vivo, Telefónica's brand in Brazil.

Last week Amdocs announced a group of new, communications-specific applications that allow service providers to aggregate data from multiple marketing, network and customer care sources and generate business and customer insights with actionable recommendations. The new applications include:

  • High Definition Marketing Analytics, to access large volumes of usage data, web surfing trends, social feeds and care channels to help service providers transform the practice of customer management and upselling;
  • Deep Network Analytics, which provide a holistic set of network insights from the combination of radio access feeds, deep packet inspection from the network, and customer value parameters from business support systems;
  • Consumer and Business Satisfaction Analytics, to allow executives to break down the siloed approach of different business units in order to understand what drives customers' Net Promoter Score (NPS) and resolve issues before they impact customer satisfaction.

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