Tuesday, August 11, 2026
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LatAm: Telefónica building end-to-end customer experience

by Roberta Prescott
written by Roberta Prescott Share
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Argentina first to experience Telefónica’s end-to-end customer experience solution

Telefónica has tapped Accenture and Alcatel-Lucent to implement an end-to-end customer experience solution for a range of services for its European and Latin American operations, including mobile data, voice, IPTV, high-speed Internet, cable and satellite. The goal is to allow Telefónica customers to troubleshoot and manage their own digital experience using Telefónica’s Web portal and apps on devices such as mobile phones, laptops and IP set-top boxes.

In a video interview, Greg Owens, Alcatel-Lucent senior director for global marketing for the Motive portfolio of customer experience solutions, explained how the agreement will work.

The deal came about in part by the strategic alliance formed by Alcatel-Lucent and Accenture in September 2014. Implementation has already started in the telco’s Argentinian unit. However, Owens did not say when it will expand to the rest of Telefónica’s operations in Latin America and Europe.

 

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Editor, [email protected] Roberta Prescott is responsible for Latin America reporting news and analysis, interviewing key stakeholders. Roberta has worked as an IT and telecommunication journalist since March 2005, when she started as a reporter with InformationWeek Brasil magazine and its website IT Web. In July 2006, Prescott was promoted to be the editor-in-chief, and, beyond the magazine and website, was in charge for all ICT products, such as IT events and CIO awards. In mid-2010, she was promoted to the position of executive editor, with responsibility for all the editorial products and content of IT Mídia. Prescott has worked as a journalist since 1998 and has three journalism prizes. In 2009, she won, along with InformationWeek Brasil team, the press prize 11th Prêmio Imprensa Embratel. In 2008, she won the 7th Unisys Journalism Prize and in 2006 was the editor-in-chief when InformationWeek Brasil won the 20th media award Prêmio Veículos de Comunicação. She graduated in Journalism by the Pontifícia Universidade Católica de Campinas, has done specialization in journalism at the Universidad de Navarra (Spain, 2003) and Master in Journalism at IICS – Universidad de Navarra (Brazil, 2010) and MBA – Executive Education at the Getulio Vargas Foundation.

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