Telefónica Spain's journey to augment its workforce with intelligent automation

Telefónica Spain worked with Blue Prism to provide a digital transformation for their business.

During the global pandemic, Telefonica saw challenges that many telcos could see. An increase of bandwidth demand, call volume increasing and call center agents having more access challenges because they’re now remote.

With intelligent automation from Blue Prism, Telefonica was able to address these challenges. By effectively deploying conversational Blue Prism Intelligent Automation in their Contact Center areas, human workers worked hand-in-hand with the digital workers that enabled unique customer-facing service options like mobile apps, websites, or chat bots while maintaining security and flexibility. This transformed Telefonica Spain contact center areas allow them address the challenges seen during these difficult times while maintaining the quality care their customers always relied on.