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Case Study

Telefonica Scales New Heights with Intelligent Automation


customer calls handled each day by digital workers.


Intelligent automation delivers scalability, operational robustness and resilience.


Time staff spends on each call reduced by 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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