{"id":510365,"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":"2026-01-12T12:27:37","modified_gmt":"2026-01-12T12:27:37","slug":"liberty-latin-america-transforma-la-experiencia-del-cliente-de-telecomunicaciones","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/co-es\/news\/client-stories\/liberty-latin-america-transforma-la-experiencia-del-cliente-de-telecomunicaciones\/","title":{"rendered":"Liberty latin America transforma la experiencia del cliente de telecomunicaciones"},"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 transforma la experiencia del cliente de telecomunicaciones<\/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\/wp-content\/uploads\/2023\/01\/2023-01-09_Liberty-Latin-America_client_story_V02.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><span>Descargar caso de estudio<\/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 Latinoam\u00e9rica<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Region: Am\u00e9rica Latina y el Caribe<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Sector: Telecomunicaciones<\/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\/co-es\/news\/client-stories\/liberty-latin-america-transforma-la-experiencia-del-cliente-de-telecomunicaciones\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><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\/co-es\/news\/client-stories\/liberty-latin-america-transforma-la-experiencia-del-cliente-de-telecomunicaciones\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abrir en una nueva ventana\"><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\">En asociaci\u00f3n con Capgemini, Liberty Latin America lanza un proyecto de transformaci\u00f3n digital para ofrecer experiencias de cliente B2C y B2B revitalizadas<\/h2><p class=\"intro-para-content\"><strong>Desaf\u00edo del cliente<\/strong>: Liberty Latin America quer\u00eda lanzar un proyecto de transformaci\u00f3n digital para abordar las limitaciones t\u00e9cnicas que inhib\u00edan sus ambiciones de crecimiento.<br><br><strong>Soluci\u00f3n<\/strong>: en un esfuerzo de colaboraci\u00f3n con Capgemini, Liberty Latin American implement\u00f3 las API MuleSoft basadas en Salesforce Communications Cloud y TM Forum, que brindaron una experiencia de usuario renovada y permitieron el crecimiento org\u00e1nico e inorg\u00e1nico.<br><br><strong>Beneficios:<\/strong><\/p><ul class=\"box-list\"><li>50% de reutilizaci\u00f3n en las API abiertas de TMF<\/li><li>Aumento del 80% en la precisi\u00f3n de los datos<\/li><li>Experiencia del cliente mejorada<\/li><li>Informaci\u00f3n m\u00e1s avanzada con inteligencia artificial y aprendizaje autom\u00e1tico<\/li><li>40% de reducci\u00f3n en el tiempo de comercializaci\u00f3n<\/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=\"Abrir en una nueva ventana\"><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=\"Abrir en una nueva ventana\"><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=\"Abrir en una nueva ventana\"><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>A medida que la revoluci\u00f3n digital sigue cobrando impulso, los proveedores de servicios de comunicaci\u00f3n desempe\u00f1an un papel fundamental al proporcionar a los clientes B2B y B2C una experiencia conectada de 360 grados. Sin embargo, los sistemas tradicionales dentro de la industria de las telecomunicaciones contin\u00faan presentando desaf\u00edos sustanciales, ya que est\u00e1n dise\u00f1ados para adaptarse a los silos comerciales, que imponen restricciones a las oportunidades de transformaci\u00f3n.<\/p>\n\n\n\n<p>Liberty Latin America (LLA), una empresa l\u00edder en comunicaciones que opera en m\u00e1s de 20 pa\u00edses de Am\u00e9rica Latina y el Caribe, enfrent\u00f3 un desaf\u00edo similar cuando se acercaba al inicio de su viaje de transformaci\u00f3n. La empresa quer\u00eda posicionarse como l\u00edder dentro de una industria de ritmo acelerado al brindar una excelente experiencia al cliente. Para hacerlo, LLA decidi\u00f3 lanzar un proyecto de transformaci\u00f3n que har\u00eda uso de la innovaci\u00f3n para crear momentos impactantes para los clientes.<\/p>\n\n\n\n<p>Esta iniciativa se basar\u00eda en las API MuleSoft basadas en Salesforce Communication Cloud y TM Forum, las cuales respaldar\u00edan el \u00e9xito y el crecimiento empresarial sostenible con una visi\u00f3n, una cultura y un equipo unificados. Estas tecnolog\u00edas ofrecieron soporte tanto para el crecimiento org\u00e1nico como inorg\u00e1nico en l\u00ednea con los intentos de LLA de extender sus servicios y productos a trav\u00e9s de sus mercados existentes. Para respaldar una visi\u00f3n tan ambiciosa, la empresa seleccion\u00f3 a Capgemini como su socio de transformaci\u00f3n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Transformaci\u00f3n a trav\u00e9s de la asociaci\u00f3n<\/h3>\n\n\n\n<p>Los socios comenzaron con una revisi\u00f3n del patrimonio de TI existente de LLA, que consist\u00eda en gran medida en sistemas heredados monol\u00edticos que dificultaban el crecimiento org\u00e1nico y las adquisiciones. Adem\u00e1s, la arquitectura existente hizo que las nuevas integraciones fueran complejas, cre\u00f3 varias redundancias e impuso limitaciones en los planes futuros debido a la complejidad y el riesgo asociado con las plataformas de servicios respaldados por negocios (BSS) de la empresa.<\/p>\n\n\n\n<p>Una vez que se acordaron mutuamente los objetivos principales, LLA y Capgemini comenzaron un esfuerzo de colaboraci\u00f3n para ofrecer una visi\u00f3n estandarizada de 360 grados del cliente en los segmentos B2B y B2C de la empresa. Las plataformas Salesforce Communications Cloud y MuleSoft se integrar\u00edan siguiendo un plan r\u00e1pido, repetible y flexible que simplificar\u00eda la implementaci\u00f3n y reducir\u00eda los costos. Las nuevas plataformas se combinaron con funcionalidades heredadas para respaldar un enfoque de desarrollo e implementaci\u00f3n iterativo.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-sirviendo-a-los-clientes-de-telecomunicaciones-con-una-mejor-experiencia\">Sirviendo a los clientes de telecomunicaciones con una mejor experiencia<\/h3>\n\n\n\n<p>Tras el lanzamiento de las nuevas plataformas, LLA brind\u00f3 a sus clientes una experiencia mejorada, mientras que la propia empresa obtuvo rendimientos de capital y mejor valor relacionado con un crecimiento org\u00e1nico e inorg\u00e1nico m\u00e1s s\u00f3lido. Adem\u00e1s, el proyecto aceler\u00f3 el tiempo de comercializaci\u00f3n de la empresa debido a la reutilizaci\u00f3n de m\u00e1s del 50% en las API abiertas de TMF, mientras que un aumento del 80% en la precisi\u00f3n de los datos desempe\u00f1\u00f3 un papel importante en la mejora de la experiencia del cliente y la entrega de conocimientos m\u00e1s avanzados con inteligencia artificial y aprendizaje autom\u00e1tico.<\/p>\n\n\n\n<p>Los nuevos sistemas tambi\u00e9n incluyen un centro central que los agentes de LLA pueden usar para identificar informaci\u00f3n clave sobre los clientes sin tener que depender de plataformas externas. Por \u00faltimo, la transformaci\u00f3n ha permitido a la empresa ofrecer una experiencia de usuario omnicanal perfecta basada en tecnolog\u00eda que ha reducido el tiempo de comercializaci\u00f3n en un 40% y ha proporcionado la escalabilidad que LLA deseaba.<\/p>\n\n\n\n<p>Gracias a la finalizaci\u00f3n de esta etapa del viaje de transformaci\u00f3n de la empresa, LLA ahora puede brindar soporte a millones de clientes en servicios de video, Internet, telefon\u00eda de l\u00ednea fija y m\u00f3viles en m\u00e1s de 20 mercados de consumo y m\u00e1s de 30 mercados B2B con una experiencia m\u00e1s fluida basada en un sistema centralizado.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>En asociaci\u00f3n con Capgemini, Liberty Latin America lanza un proyecto de transformaci\u00f3n digital para ofrecer experiencias de cliente B2C y B2B 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