Press Release: September 18, 2012

HP Helps Communications Service Provider Telefónica Improve Service for Millions of Mobile Users

PALO ALTO, Calif. -- HP today announced that Telefónica S.A., the world’s third-largest communications service provider (CSP), is using HP technology to improve the mobile broadband experience of its customers worldwide.

Telefónica is using HP Customer Experience Assurance (CEA)—a comprehensive network-analysis and customer-experience monitoring solution developed by HP and specialized software developer Zhilabs—to improve the total customer experience, thereby increasing loyalty, reducing “churn” (customer defection) and lowering the costs associated with customer care.

Telefónica will deploy HP CEA progressively in all its properties across the Americas and Europe.

In 2011, Telefónica launched an initiative to resolve network- and service-quality problems more quickly and effectively. The core challenge was to extract valuable customer intelligence out of huge amounts of data from disparate sources, including Telefónica’s operations support systems (OSS), probes and network elements. Telefónica needed a network and analysis tool that was customer-centric, massively scalable and easy to use.

HP Customer Experience Assurance provides:

  • Network data acquisition from multiple sources, including probes, logs and usage-detail records.
  • Advanced network and quality-of-experience intelligence to correlate and analyze data in real time.
  • Integrated, multidimensional views of customers, usage, quality of experience and network achievements from all sources.

With an integrated, multidimensional view of the customer experience across networks, traffic and user experience, Telefónica operations and business planners are developing service-assurance systems that are faster and more effective. The company also can lower the total cost of ownership due to savings realized by leveraging its existing assets.

“By giving Telefónica deep, real-time insight into its customers, HP CEA is enabling us to deliver a much higher quality of experience,” said Enrique Blanco, global chief technology officer, Telefónica. “HP and Zhilabs understood our problem, worked closely with us on a proof of concept, and delivered the right combination of powerful software, consulting and integration services, and overall project management.”

“CSPs must have a deep understanding of the customer experience before they can improve it with highly personalized services,” said David Sliter, vice president and general manager, Communications, Media and Entertainment, HP Enterprise Services. “The HP OSS Transformation and Actionable Customer Intelligence portfolios provide a broad array of customer-experience management solutions to help CSPs like Telefónica turn their customer data into high-value, personalized services.”

HP also announced key upgrades in several solution portfolios that address customer-experience management in the communications, media and entertainment industry.

Additional information about HP solutions for CSPs is available at

HP’s premier Europe, Middle East and Africa client event, HP Discover, takes place Dec. 4-6 in Frankfurt, Germany.

This news release contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to statements of the plans, strategies and objectives of management for future operations; any statements concerning expected development, performance, market share or competitive performance relating to products and services; any statements regarding anticipated operational and financial results; any statements of expectation or belief; and any statements of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include macroeconomic and geopolitical trends and events; the competitive pressures faced by HP’s businesses; the development and transition of new products and services (and the enhancement of existing products and services) to meet customer needs and respond to emerging technological trends; the execution and performance of contracts by HP and its customers, suppliers and partners; the protection of HP's intellectual property assets, including intellectual property licensed from third parties; integration and other risks associated with business combination and investment transactions; the hiring and retention of key employees; assumptions related to pension and other post-retirement costs and retirement programs; the execution, timing and results of restructuring plans, including estimates and assumptions related to the cost and the anticipated benefits of implementing those plans; expectations and assumptions relating to the execution and timing of cost reduction programs and restructuring and integration plans; the resolution of pending investigations, claims and disputes; and other risks that are described in HP’s Quarterly Report on Form 10-Q for the fiscal quarter ended July 31, 2012 and HP’s other filings with the Securities and Exchange Commission, including HP’s Annual Report on Form 10-K for the fiscal year ended October 31, 2011. HP assumes no obligation and does not intend to update these forward-looking statements.

© 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

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