100,000

customer calls handled each day by digital workers.

Scale

Intelligent automation delivers scalability, operational robustness and resilience.

30-50%

Time staff spends on each call reduced by intelligent automation.

Telefonica Scales New Heights with Intelligent Automation

Telefónica Spain has been on a bold journey to augment its workforce with intelligent automation. And there is no better time to deploy and expand a digital workforce. Like telcos around the world, Telefonica has seen a sharp increase in demand for bandwidth on its networks and a high volume of inquiries to call centers over the past year due to COVID-19. Digital Bulletin spent time in conversation with Javier Magdalena Pinilla, Telefonica’s Director of Simplification and Robotization, to explore how the company has successfully tacked these and other challenges with a Blue Prism intelligent digital workforce.

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Becoming an agile enterprise means operating as a seamless mix of digital workers, human workers, and systems dynamically automating processes everywhere from the back office to the customer experience. You can do this with Blue Prism's intelligent digital workers that are versatile, autonomous, self-organizing, and secure. As a result, you gain better insight and control over the work, create new and transformative ways to operate, and empower people to focus on work that truly matters.

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