INTELLIGENT BRANDS // Mobile Technology

Claro Colombia ’ s US $ 50 million investment in expanding its Service Operations Center ( SOC ) in Bogotá aims to ensure superior service quality for millions of customers across the country .

This expansion aims to ensure top-quality service for more than 36 million fixed and mobile network customers , connectivity for nearly 5,000 businesses and 176,000 enterprises , in addition to over 7,000 digital centers in Region A and 160 educational institutions benefiting from the Connected Schools initiative .

From this SOC , more than 3,000 technical operation and maintenance processes are being managed , all focused on guaranteeing the best customer experience and service .

These processes are designed following best practices , ensuring the operation of over 20 billion fixed and mobile calls each month . Furthermore , the SOC oversees more than 40,000 highperformance network devices , processing an average of 70 Terabits per second ( equivalent to 76,000 gigabits per second ) of voice , data and video traffic generated by customers from mass markets , enterprises and businesses .

“ This investment aims to ensure the best possible experience for our customers throughout the country . In this center , we have a multidisciplinary team of engineers , service experts , and experience specialists , enabling us to understand what ’ s happening , where and how we can activate our actions to respond as quickly as possible to Colombians who rely on Claro services ,” said Carlos Zenteno , President of Claro Colombia .

In Ortezal , alongside the SOC , there is a data center integrated into Claro ’ s data center ecosystem , with two centers in Bogotá , one in Medellín and one in Barranquilla . This infrastructure ensures the corporate and mass market customers ’ experience through end-toend service monitoring .

The center ’ s operations are led by over 800 Colombian colleagues who work 24 / 7 , 365 days a year . This team employs high-capacity monitoring tools , utilizing Artificial Intelligence and Machine Learning algorithms to predict any event that may affect network stability . They also manage nearly 192,000 technical field visits conducted by Claro technicians nationwide .

Additionally , the company has implemented a software development factory in Ortezal , focusing on the design , implementation and operation of automations , primarily based on Robotic Process Automation ( RPA ) technology . Alongside the use of bots , this has significantly improved operational and technical process efficiency , positively impacting service quality , availability and customer experience . p

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