Telefónica has announced it is modernising and standardising part of its BSS on Amdocs software in two Lat-Am countries.
The Spain operator has selected Amdocs for transformation projects in Chile and Peru.
Specifically, the aim is to enable Telefónica’s subscribers in these countries to move seamlessly between all customer interaction channels, whether self-service or agent assisted, via the web, call center or at the retail store, across its entire quad-play offering – wireline, wireless, internet and TV.
As well as improving the customer experience, the vendor said Telefónica will also benefit from reduced total cost of ownership.
Phil Jordan, Global Chief Information Officer at Telefónica, said he expected this to be achieved through high levels of standardisation and re-use across the group with “transformation speed and cost advantages”.
He added: “With the new transformation projects in Chile and Peru we are continuing to execute on our strategy to differentiate Telefónica by enabling all customer interactions online and ensuring a world class multi-channel and digital customer experience.”
The news builds on transformation projects that Telefónica is already undertaking in Argentina as it looks to streamline its operations.
Excluding Brazil, the operator’s Q1 2014 revenues in Lat-Am were down 13 percent year-on-year.
Patrick McGrory, President for the Caribbean and Latin America region at Amdocs, commented: “We’ve developed innovative methodologies and expertise specifically targeted to help customers like Telefónica who operate in multiple countries, transform and establish group synergies that can power a better end-customer experience, while driving profitable growth.”