Telefonica UK has selected Nokia as its service operation center vendor to support the transformation from a traditional network-centric operation towards a customer-centric operation with focus on the customer experience.
Telefonica will deploy Nokia’s evolved Service Operation Center (eSOC) platform for its 32 million customers in UK.
The Nokia eSOC platform provides the flexibility to interface with existing Telefonica UK systems and data sources enabling Telefonica to monitor its customers’ experiences and take recommended actions based on measured trends.
Telefonica UK can optimize their operations to meet their objectives. Nokia’s SOC Office consultancy will support Telefonica through the process reengineering required for SOC-enabled business transformation, Bhaskar Gorti, president of Nokia Software, said.
“With SOC we have already transformed this in three of our markets reaching the next level in automated customer experience management, granting us flexibility and adaptability that serves as a key differentiator,” Juan Manuel Caro, director of network and IT operations at global CTIO at Telefonica, said.
Telefonica UK has 32.3 million mobile connections including customers who use the O2 network through Tesco Mobile, Sky Mobile and Lycamobile in Q3 2018.
The company’s contract base increased 1.9 percent with net additions of 120,000 (excluding M2M). The contract customer base now accounts for 65 percent of the total mobile base. Pre-paid customers grew by 37,000 during the period. Churn was 1 percent.
Telefonica UK’s revenue rose 7.9 percent to £1.535 billion in the third quarter, on the back of higher handset revenues, stronger mobile service revenue trends and continuing growth in ICT.
OIBDA reached £414 million (+9.8 percent) with OIBDA margin of 26.9 percent, partially supported by a reduction in Annual Licence Fee payments and a commercial settlement.
Capex of Telefonica UK was £192 million as the largest telecom operator in UK enhanced its network for customers, extend 4G coverage while preparing for 5G.