Case Study: Telefónica Spain achieves scalable, resilient, high-quality customer care with SS&C Blue Prism

Telefonica Scales New Heights with Intelligent Automation

Telefonica faced a surge in demand during COVID‑19 — bandwidth needs rose almost 40% and mobile traffic by about 50%, while its contact centers handled over 100,000 daily enquiries — creating an urgent need to scale customer care and operational resilience. To meet this challenge Telefonica partnered with SS&C Blue Prism, deploying robotic process automation (RPA) and attended automation components to integrate human and digital workers at scale.

SS&C Blue Prism delivered an integrated digital workforce (over 1,000 “digital workers”) and attended-RPA linked to 30+ technologies, helping Telefonica automate ~70% of B2B tasks (reducing those task times by 30–50%) and cut B2C operation time by around 10% so far across 6,000 agents (with a 20% handling-time target). The automation improved scalability, reduced errors, boosted employee satisfaction and operational resilience, and Telefonica was recognized with SS&C Blue Prism’s 2020 Pinnacle Award.

Telefonica

Javier Magdalena Pinilla

Director Simplification and Robotization