Telefónica set out to improve voice service quality for millions of mobile users across Spain.
Call interruptions had become more frequent, and existing tools weren’t helping teams understand why.
Kenmei supported Telefónica with a more precise, data-driven approach: using real network data we were able to detect and resolve the issues affecting voice performance.
The Challenge
Voice calls were being interrupted by low signal quality, often in areas with overshooting or suboptimal cell planning.
In many cases, interference was coming from Telefónica’s own infrastructure.
Standard tools didn’t provide location-level visibility.
Without that, engineers couldn’t link customer complaints to network behaviour or identify weak spots in coverage.
The lack of reliable geolocation data made every diagnosis slow and uncertain.
And the longer issues remained undetected, the greater the risk of churn.
The Solution
Kenmei deployed its GEO-analytics engine and Data Fabric to give Telefónica a clearer view of what was happening on the ground.
The system combined call trace data, network parameters, and topology to detect exactly where voice calls were being dropped.
Engineers could visualize the affected locations, analyze coverage and signal quality from both the serving and neighbouring cells, and understand the root cause.
Here’s how it worked:
Precise geolocation
Call Trace data was used to identify the exact point where each voice drop occurred.
Contextual signal analysis
Engineers could examine the quality and coverage levels of both the serving cell and its neighbours.
Root cause identification
The system highlighted common issues such as overshooting and misconfigured cell planning.
Operational integration
Telefónica’s network teams used these insights daily, prioritizing actions based on customer complaints and top offender reports.
All results were made available through Kenmei’s GEO-analytics tool used by Telefónica’s optimization teams.
The Impact
Telefónica was able to reduce voice interruptions and improve call quality in the affected areas.
Instead of relying on sporadic drive tests, engineers could now investigate issues directly from the data, cutting analysis time from days to hours.
Improvements followed a gradual trend, with visible gains consolidated week by week. Internal KPIs such as Drop Call Ratio and Mean Opinion Score (MOS) confirming a better user experience.
Key benefits included:
Shorter investigation time: hours instead of days
Better precision in detecting and fixing issues
Fewer dropped calls and improved voice quality
More efficient use of engineering resources
The feedback from Telefónica’s team was clear:
“Diagnoses became more accurate, resolution steps more effective, and the overall process significantly faster.”
