Amdocs announced that Telefónica, one of the world’s leading service providers with more than 329 million customers across Latin America and Europe, has selected the Amdocs operational data store solution for its operations in Argentina in order to collect, store and gain actionable business insights from their data assets. Today’s announcement illustrates the widening cooperation between Telefónica and Amdocs in the data management domain, following the previous announcement of Telefónica’s decision to deploy an Amdocs operational data store at its operations in Chile and Peru.
Amdocs will implement an operational data store for Telefónica Argentina that aggregates data from numerous multi-vendor operational sources including billing, ordering, customer management, enterprise product catalog, as well as inventory management, workforce management and network trouble ticketing. Using the communications-specific Amdocs Logical Data Model (aLDM), the data store simplifies the costly and complex task of mapping the source data in Telefónica’s operational systems, to provide one holistic view of the customer across Telefónica Argentina’s wireless and wireline lines of business, as well as a common data dictionary and integration with Telefónica’s enterprise data warehouse through a single gateway.
The data store gives Telefónica the ability to produce on-demand a range of operational reports and dashboards, including a range of prepackaged designs for communications-specific best practice reports, to drive faster and more informed decision-making.
“By ensuring our business has access to critical reports and dashboards from day one of the new systems going live, this data initiative with Amdocs will allow us to proactively manage and offer a better customer experience,” said Luciana Barrera, CIO of Telefónica Argentina. “This project supports our current transformation initiative in Argentina and is a key element to differentiate Telefónica by ensuring a consistent and personalized omni-channel and digital customer experience.”
“This operational data store, pulling in data from a broad range of operational sources, will accelerate business value for Telefónica Argentina by enabling it to rapidly extract, aggregate and process data, thus gaining deep insight into its customers and their experience,” said Manuel Zepeda, division president for the Caribbean and Latin America region at Amdocs. “In The New World of Customer Experience™ – today’s era defined by rising customer expectations, rapid technology advancements and intensified competition – service providers understand that they must evolve to become even more data-driven in order to deliver a differentiating customer experience that is based on personalized and contextualized customer interactions.”
Today’s announcement follows the previously announced transformation to modernize Telefónica’s business support systems in Argentina and enable a differentiated omni-channel and digital customer experience by allowing its wireline subscribers to move seamlessly between all customer interaction channels, whether self-service or agent assisted, via the Web, call center or at the retail store.