Telecom Vendors

eSOC platform to improve services for 32 million UK customers

Spanish telecom Telefonica has partnered with Nokia to deploy the Service Operation Centre (eSOC) platform in the UK. It is expected to improve customer experience and enable real-time monitoring services for its 32 million subscribers across its network.

The eSOC move was described as another step on its “customer-centricity journey” by Brendan O’Reilly, CTO at Telefonica O2 UK. It will focus on providing enhanced, tailored services to individual customers and allowing the company to make customer-led decisions. The eSOC platform provides a flexible way to interface with O2 UK’ s systems and data sources, while allowing the operator to monitor customer experiences and take recommended actions based on measured trends.  

Nokia has integrated a range of automation techniques into the eSOC, which incorporate artificial intelligence and machine learning insights, allowing its operator partners to optimise their operations. The vendor will provide support to Telefonica from its SOC Office Consultancy on the re-engineering process required, with the service set to go live in Q4.

SOCs will allow the company to connect many systems and tools, such as Self Organising Networks (SON), to “allow us to make real-time decisions on our network”.

Tim Smith, VP of Nokia Software Europe said Nokia can help operators like Telefonica pounce on the advantages offered by 5G and bring services to market more quickly and with most operator services hard-coded across BSS, OSS and the network layer, it can take up to 14 months to launch a new service.

“If it takes you that long to launch a new service, how can you take advantage of all the digital opportunities 5G enables? You need to get to a very rapid release cycle to really exploit 5G. If you could do that in days or weeks, you can gain market share and increase profit.”

O’Reilly said the flexibility offered by SOC was another reason why the platform would be “vitally important” for the operator.

“By getting a launch timeline for new services down to days, the number of services we can offer our customers grows.”

“5G brings a huge amount of opportunities, and service isn’t going to be traditional as we know it today. Today, it is service from a tablet or a phone. In the future it can be cars and connected devices and the service we provide becomes more important, where some part of the human element is taken away.”

Telefonica has rolled out similar programmes in Germany, Chile and Argentina with different vendor partners.