HP Helps Communications Service Provider Telefónica Improve Mobile Service

HP announced that Telefónica S.A., the world’s third-largest communications service provider is using HP technology to improve the mobile broadband experience of its customers worldwide. In 2011, Telefónica launched an initiative to resolve network- and service-quality problems more quickly and effectively. The core challenge was to extract valuable customer intelligence out of huge amounts of data from disparate sources. Telefónica needed a network and analysis tool that was customer-centric, massively scalable and easy to use. Telefónica is using HP Customer Experience Assurance (CEA)—a comprehensive network-analysis and customer-experience monitoring solution developed by HP and partner Zhilabs—to improve the total customer experience, thereby increasing loyalty, reducing “churn” (customer defection) and lowering the costs associated with customer care.