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Understanding your customers well enough to drive change is hard, says O2’s CTO, Brendon O'Reilly. That’s partly because you need to pull together a plethora of customer insights from surveys and network data - all in real time - and that’s not only challenging, but critical with 5G on the horizon. So O2 has been working with Nokia and its evolved Service Operations Center (eSOC) platform which features closed-loop automation, enabling SPs to quickly detect, diagnose and recover from service-impacting issues without human intervention.

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