Devo Technology, formerly Logtrust, announced a deal to provide Telefonica has implemented with data analytics software to improve the quality of customer experience for the operator’s Movistar+ pay-TV offering. Under the terms of the deal, Telefonica will use the Devo Data Operations Platform to gather real-time and historical data from its service delivery infrastructure with a view to identifying and correcting service delivery problems before they impact the customer.
Devo’s data correlation, analytics and visualisation capabilities enable Telefonica to identify if a reported problem is isolated to a single customer, or is likely to impact other customers. Armed with this knowledge, the company can proactively correct the root cause of the problem, leading to a reduction of volume in help desk calls. Since many problems are now managed through the help desk service, the number of technician home visits has also been reduced, said the partners.