Case Study: Telefonica achieves 80% reduction in call handling time with SS&C Blue Prism

Telefonica Significantly Reduces Call Handling Time with Digital Workers

Telefonica, specifically Telefonica Spain, faced rising contact-center costs and customer-satisfaction pressure across its B2C and B2B operations while pursuing a €1 billion digital savings goal. To drive faster, more accurate service and reduce the burden on thousands of agents, Telefonica partnered with SS&C Blue Prism, deploying Blue Prism digital workers along with TrustPortal, machine learning and integrations across more than 30 technologies.

SS&C Blue Prism implemented a front-to-back-office automation solution that runs nearly 600 intelligent digital workers, handling about 250,000 simultaneous customer interactions per day (peaks of ~20 calls/second). The deployment cut average call handling time by 80%, increased calls handled per hour by 300%, and reduced operating costs by 25% in both B2C and B2B markets with in-year ROI, enabling agents to focus on higher-value work.

Telefonica

Javier Magdalena Pinilla

Director Simplification and Robotization