Netcracker’s Next-Generation CRM and Billing and Service Management to Provide Cutting-Edge Customer Experience


Netcracker Technology has been selected to transform Telefónica’s BSS platforms for wireless and fixed services at seven Latin American Telefónica properties. This large-scale, multi-phase BSS and customer experience transformation program encompasses replacing existing billing systems and implementing new product catalog, ordering and omni-channel CRM platforms. The Netcracker BSS solution will support all customers and service offerings for seven LATAM operators.

Telefónica is among the world’s largest communications operators, offering 341 million customers fixed-line and mobile telephony, Internet and digital television services across 21 countries.

This selection is part of Telefónica’s IT-enabled business and process transformation for standardizing BSS platforms and associated business processes across seven LATAM operators. Telefónica’s need to support convergent services, improve customer experience and accelerate time-to-market led to its selection of Netcracker’s pre-integrated BSS platform and professional services that could replace its existing legacy systems and drive process standardization across multiple operators.

The Netcracker solution will cover service fulfillment and multiple BSS domains including customer care, self-service, ordering, product management, point-of-sale, billing, mediation, collections and partner management.

“Netcracker’s pre-integrated BSS suite will enable our organization to improve customer experience and reduce time-to-market,” said Phil Jordan, Group CIO at Telefónica. “Netcracker’s implementation methodology will also help us standardize our systems and processes across multiple operators.”

Netcracker’s comprehensive, pre-integrated BSS solution will enable seven Telefónica LATAM operators to streamline their processes and deliver cutting-edge customer experience capabilities through the use of a new CRM platform and the deployment of innovative product catalog and ordering systems. The solution will also ensure that each operator’s billing, rating, charging and provisioning operations are standardized.

As part of the transformation, Netcracker’s business process model and implementation methodology will ensure that all operations across seven distinct countries are aligned to the new BSS platform’s capabilities.

“We look forward to delivering this large BSS transformation program for Telefónica, helping the service provider streamline operations and reduce complexity without impairing customer experience,” said Bob Titus, Vice President of Global Solutions at Netcracker. “This is another example of how our industry-leading technology enables service providers to be more nimble, competitive and customer-focused.”

About Telefónica

Telefónica is one of the largest telecommunications companies in the world by market capitalization and number of customers with comprehensive offering and quality of connectivity that is delivered over world class fixed, mobile and broadband networks. The company has a significant presence in 21 countries and over 350 million accesses around the world. Telefónica has a strong presence in Spain, Europe and Latin America, where the company focuses an important part of its growth strategy. Telefónica is 100% investor-owned, with more than 1.5 million direct shareholders. It is listed on the Spanish, London, New York, Lima, and Buenos Aires stock exchanges.