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.
Claro Colombia has announced a significant investment of over US$50 million to expand its Service Operations Center (SOC) located in Ortezal, Bogotá.
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 high-performance 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-to-end 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.
