Telstra and Telefónica Global Solutions deliver automated Incident Management

Telstra, a leading telecommunications and technology company, has collaborated with Telefónica Global Solutions to deliver a unique API (Application Programming Interface) solution to connect Telefónica’s incident management platform TBS (Trusted Base Service) with Telstra’s Service Central. The enhancement of Telefonica’s operational communications helps ensure the company meets its’ ambitious digital transformation targets.

The new digital API solution streamlines the process support related to service enquiries and incidents by automating Incident Management communication.

The API supports Telefónica’s Network Operations Centres (NOCs), ensuring a fast and simple flow of information. As the admin information is automated, this enables NOC technicians to work on the analysis, adding value to the incidents treatment as a result.

The API also meets cost efficiency measures and improves the flow of communications between support systems. Incident tickets are now created, updated and completed automatically via the API. The new process saves a significant amount of time for both teams, who no longer need to receive customer enquiries via email or calls and manually convert them to tickets. Email traffic is also eliminated and replaced with real-time updates directly in the counter part’s system.

Under the new solution, all content and information – from the moment a ticket opens and logs a customer call, email, complaint or comment – is updated and completed automatically via the API. Specific information relating to certain tickets can now be accessed by both teams so they can follow and progress them in real time, making the process more agile.

The automated solution not only meets Telefónica’s innovative digital agenda but also makes customer service enquiries easier and faster to support, resulting in enhanced customer experience as issues are solved quickly and more effectively.

Javier de Carlos Bertrán, Vice President Vendor Management & Global Offices, Telefónica Global Solutions said, “Fulfilling a project like this is not easy but the support from Telstra was excellent. Digitalization is a key priority for Telefónica and we will always keep exploring new ways to automate processes internally and with our partners. I look forward to working with Telstra again for more API projects, strengthening our partnership and collaborating to meet our growing customer demands.”

Oliver Camplin-Warner, Head of International at Telstra, said, “We are pleased that Telefónica chose to collaborate with us to spearhead its’ ambitious digital transformation journey. It is imperative that businesses work with the right partners as we continue to flex and adapt to an ever changing landscape, especially in the wake of the pandemic. Successful digital transformation initiatives require a complex web of technological literacy, leadership, cultural influence and communication to ensure the benefits are felt across the business. We’re looking forward to continuing our work with the Telefónica team on their road to digitisation.”

Luke Conrad

Technology & Marketing Enthusiast

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