{"id":843177,"date":"2023-03-10T17:44:17","date_gmt":"2023-03-10T16:44:17","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=client-story&#038;p=851222"},"modified":"2026-01-08T10:25:02","modified_gmt":"2026-01-08T10:25:02","slug":"liberty-latin-america-transforms-the-telecoms-customer-experience","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/be-en\/news\/client-stories\/liberty-latin-america-transforms-the-telecoms-customer-experience\/","title":{"rendered":"Liberty Latin America transforms the telecoms customer experience"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Liberty-latin-america-story-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Liberty-latin-america-story-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Liberty-latin-america-story-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Liberty-latin-america-story-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Liberty-latin-america-story-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Liberty-latin-america-story-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Liberty-latin-america-story-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Liberty-latin-america-story-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/01\/Liberty-latin-america-story-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:48% 24%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Liberty Latin America transforms the telecoms customer experience<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2023\/03\/2023-01-09_Liberty-Latin-America_client_story_V02.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download the case study<\/span><span class=\"type\">2 MB pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: Liberty Latin America<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: Latin America and Caribbean<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Telecommunications<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/be-en\/news\/client-stories\/liberty-latin-america-transforms-the-telecoms-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/be-en\/news\/client-stories\/liberty-latin-america-transforms-the-telecoms-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Partnering with Capgemini, Liberty Latin America launches a digital transformation project to deliver revitalized B2C and B2B customer experiences<\/h2><p class=\"intro-para-content\"><strong>Client challenge:<\/strong> Liberty Latin America wanted to launch a digital transformation project in order to address technical limitations that inhibited its growth ambitions.<br><br><strong>Solution:<\/strong> In a collaborative effort with Capgemini, Liberty Latin American implemented the Salesforce Communications Cloud and TM Forum-based MuleSoft APIs, which delivered a revamped user experience and enabled organic and inorganic growth.<br><br><strong>Benefits:<\/strong><\/p><ul class=\"box-list\"><li>50% reusability in TMF Open APIs<\/li><li>80% increase in data accuracy<\/li><li>Improved customer experience<\/li><li>More advanced insights with AI and machine learning<\/li><li>40% reduction in time to market<\/li><\/ul><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para-video section section--info-2cols section--insights section-video \"><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><h3 class=\"Video-title\" data-maxlength=\"34\"><\/h3><div class=\"video-info\"><p data-maxlength=\"68\"><\/p><\/div><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><div class=\"video-wrapper\"><iframe title=\"video-section\" src=\"https:\/\/www.youtube.com\/embed\/GvSOY2Zo6l4?rel=0&amp;modestbranding=1&amp;playsinline=1&amp;enablejsapi=1\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen loading=\"lazy\" referrerpolicy=\"strict-origin-when-cross-origin\"><\/iframe><\/div><\/div><\/div><div class=\"col-md-1\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=client-story&amp;p=851222\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?post_type=client-story&amp;p=851222&amp;text=Liberty%20Latin%20America%20transforms%20the%20telecoms%20customer%20experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=client-story&amp;p=851222&amp;text=Liberty%20Latin%20America%20transforms%20the%20telecoms%20customer%20experience\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p>As the digital revolution only continues to gain momentum, communication service providers play a critical role in providing business-to-business (B2B) and business-to-consumer (B2C) customers with a 360-degree connected experience. However, traditional systems within the telecoms industry continue to pose substantial challenges, as they are built to accommodate business siloes, which enforce constraints on transformation opportunities.<\/p>\n\n\n\n<p>Liberty Latin America (LLA), a leading communications company that operates in over 20 countries across Latin America and the Caribbean, faced just such a challenge as it approached the start of its transformation journey. The company wanted to position itself as a leader within a fast-paced industry by delivering an excellent customer experience. To do so, LLA decided to launch a transformation project that would make use of innovation to create impactful moments for customers.<\/p>\n\n\n\n<p>This initiative was to be built upon the Salesforce Communication Cloud and TM Forum-based MuleSoft APIs, both of which would support sustainable business success and growth with a unified vision, culture, and team. These technologies offered support for both organic and inorganic growth in line with LLA\u2019s attempts to extend its services and products throughout its existing markets. To support such an ambitious vision, the company selected Capgemini as its transformation partner.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Transformation through partnership<\/h3>\n\n\n\n<p>The partners began with a review of LLA\u2019s existing IT estate, which largely consisted of monolithic legacy systems that made organic growth and acquisitions challenging. In addition, existing architecture made new integrations complex, created various redundancies, and imposed limitations on future plans due to the complexity and risk associated with the company\u2019s business supported services (BSS) platforms.<\/p>\n\n\n\n<p>Once the primary objectives were mutually agreed upon, LLA and Capgemini began a collaborative effort to deliver a standardized 360-degree customer view across the company\u2019s B2B and B2C segments. The Salesforce Communications Cloud and MuleSoft platforms would be integrated while following a rapid, repeatable, and flexible plan that would simplify the implementation while reducing the cost. The new platforms were combined with legacy functionalities to support an iterative development and rollout approach.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-serving-telco-customers-with-a-better-experience\">Serving telco customers with a better experience<\/h3>\n\n\n\n<p>Following the launch of the new platforms, LLA provided its customers with an enhanced experience while the company itself gained equity returns and improved value related to stronger organic and inorganic growth. In addition, the project accelerated the business\u2019s time to market due to more than 50% reusability in TMF Open APIs, while an 80% increase in data accuracy played a major role in improving the customer experience and delivering more advanced insights with AI and machine learning.<\/p>\n\n\n\n<p>The new systems also include a central hub that LLA agents can use to identify key information about customers without having to rely on external platforms. Finally, the transformation has enabled the company to offer a seamless omnichannel user experience based on technology that has reduced time to market by 40% and provided the scalability that LLA desired.<\/p>\n\n\n\n<p>Thanks to the completion of this stage of the company\u2019s transformation journey, LLA can now support millions of customers across video, internet, fixed-line telephony, and mobile services in over 20 consumer markets and more than 30 B2B markets with a smoother experience based on a centralized system.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Partnering with Capgemini, Liberty Latin America launches a digital transformation project to deliver revitalized B2C and B2B customer 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