Telefonica Significantly Reduces Call Handling Time with Digital Workers
Telefonica used Blue Prism to create a front-to-back-office solution that uses machine learning and integrations with more than 30 technologies. In fact, Blue Prism intelligent automation processes approximately 250,000 simultaneous customer calls each day, sometimes at a rate of 20 calls per second. Telefonica Spain employs nearly 600 intelligent digital workers, who complete many tasks on their own, enabling the call center agents to focus on higher-value work.
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Customer care is our obsession. Quality is our obsession. Human workers working hand in hand with digital workers is the way we’ve transformed our customer care areas. Our people feel their work is better with digital workers and the results are incredible."Javier Magdalena Pinilla Director Simplification and Robotization, Telefonica