DOCSLIB.ORG

Report on Transparency in Communications 2020

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Report on Transparency in Communications 2020 Report on Transparency in Communications 2020 INTRODUCTION AND SCOPE OF OUR OUR DUE POLICIES AND REPORT BY 2020 REPORT ON TRANSPARENCY IN COMMUNICATIONS THE REPORT GOVERNANCE DILLIGENCE PROCESSES INDICATORS COUNTRY GLOSSARY CONTENTS 03 Introduction and Scope of the Report 04 Our Governance 06 Our Human Rights Due Diligence 08 Applicable Policies and Processes United Kingdom Germany 12 Indicators of this Report Spain Mexico 14 Report by Country Venezuela Colombia 15 Argentina 28 Ecuador 40 Spain Ecuador 18 Brazil 31 Germany 44 United Kingdom Peru 21 Chile 34 Mexico 48 Uruguay 24 Colombia 37 Peru 51 Venezuela Brazil Chile 54 Glossary Uruguay Argentina 2 INTRODUCTION AND SCOPE OF OUR OUR DUE POLICIES AND REPORT BY 2020 REPORT ON TRANSPARENCY IN COMMUNICATIONS THE REPORT GOVERNANCE DILLIGENCE PROCESSES INDICATORS COUNTRY GLOSSARY Introduction and Scope of the Report As testament to our commitment to the are shared when it comes to preserving and fundamental rights of privacy and freedom guaranteeing the rights of individuals. of expression, we are publishing our fifth Transparency Report with the aim of As part of this exercise in transparency, our contributing to a more open and transparent report elaborates on: society. i. our governance regarding human rights Respect for and promotion of human rights, in general and privacy and freedom of particularly privacy and freedom of expression, expression in particular; take on a new dimension in a digital world characterized by the use of new technologies, ii. our human rights due diligence; Artificial Intelligence and a growing importance of data on a global scale. iii. commitments, policies and processes we follow when responding to requests from Like other companies in our sector, at Telefónica Competent Authorities; we receive requests (view definition in glossary) for information concerning the communications iv. information on the legal context that provides of our customers and users, requests for the the Competent Authorities with the legal blocking of access to certain websites and basis to make these kinds of requests1; contents and the filtering of contents, as well as requests whose purpose is to temporarily v. the Competent Authorities that are suspend the service in certain areas or certain empowered under the local legislation to accounts. Such requests are made by the state request information on the indicators we this information so or unless a government or that we reject, the accesses that are affected security forces and bodies, governmental bodies report on; any other public entity already discloses said by each indicator and the URLs and/or IPs and/or judges (hereafter, the "Competent information; affected in the event of any blocking or Authorities", view definition in glossary). vi. the total number of requests we received content restrictions. last year in each of the countries we operate vii. and, in addition, whenever technically Transparency is key in this context, even more in, unless we are prohibited from publishing possible, we report the number of requests so in a world in which spaces of responsibility 1. The specific legal framework of each country, whenever relevant, also points out limitations in terms of how much information on the requests that Telefónica receives can be provided. When we do not provide data, we explain why we cannot do so. 3 INTRODUCTION AND SCOPE OF OUR OUR DUE POLICIES AND REPORT BY 2020 REPORT ON TRANSPARENCY IN COMMUNICATIONS THE REPORT GOVERNANCE DILLIGENCE PROCESSES INDICATORS COUNTRY GLOSSARY Our Governance BOARD OF DIRECTORS Approves the Responsible Business Plan (which includes objectives/measures related to human rights/privacy/freedom of expression). We have established a governance model with clear responsibilities for the protection of human SECRETARY OF THE BOARD rights in general and privacy and freedom of AND REGULATORY AFFAIRS A member of the Board of Directors and responsible, expression in particular. among other matters, for promoting privacy/ freedom of expression with the relevant external Our human rights activities are defined and stakeholders. implemented by means of the Responsible Business Plan, which sets out the company’s sustainability strategy and objectives and is directly approved and monitored by the Board of Directors and its Sustainability and Quality Committee (one of the Board’s permanent SUSTAINABILITY AND QUALITY COMMITTEE AUDIT AND CONTROL COMMITTEE (Permanent committee of the Board) (Permanent committee of the Board) committees). Oversees the implementation of the Responsible Monitors, among other matters, specific issues Business Plan (which includes objectives/measures related to privacy and freedom of expression by Our Human Rights Policy and our due diligence related to human rights/privacy/freedom of means of a regular report by the Compliance Officer process, which are based, amongst others, on expression) by means of a monthly report. and Data Protection Officer. the UN Guiding Principles on Business and Hu- man Rights and the Principles of the GNI (Global Network Initiative), form an integral part of the Responsible Business Plan. This governance model, headed by the Board of RESPONSIBLE BUSINESS OFFICE COMPLIANCE/DATA PROTECTION OFFICER Directors and the Responsible Business Office The Responsible Business Office (headed by the Compliance/Data Protection Officer is the function and involving all the relevant departments, Corporate Ethics and Sustainability department) responsible within the Group for privacy issues. seeks to ensure that our commitment to human brings together all the company’s relevant rights is incorporated into all activities and levels department directors to define and monitor the of the company. Responsible Business Plan. 4 INTRODUCTION AND SCOPE OF OUR OUR DUE POLICIES AND REPORT BY 2020 REPORT ON TRANSPARENCY IN COMMUNICATIONS THE REPORT GOVERNANCE DILLIGENCE PROCESSES INDICATORS COUNTRY GLOSSARY In addition, the DPO (Data Protection Officer) specifically regarding data reported by the busi- is the function responsible within the Group ness units. The objective is to ensure at all times for the protection of personal data and reports the quality of the data as evidence of complying directly to the Board of Directors via the Audit with current legislation and the protection of and Control Committee (one of the Board’s fundamental rights of individuals. permanent committees). The DPO coordinates the Steering Committee, involving all relevant Those requests, which due to their characteris- corporate areas for specific matters relating to tics and exceptional nature so require, are analy- privacy and freedom of expression. As a member sed by the heads of the respective business of the aforementioned Responsible Business units by means of the appropriate weighting of Office, the DPO regularly feeds issues related to all the interests potentially involved, including his function back into said Office. human rights, fundamental freedoms and any other interests that may be applicable and, if Lastly, the General and Regulatory Affairs Secre- circumstances arise, by the bodies within the tary is a member of the Board of Directors and is company whose functions include the as- responsible, among other matters, for promo- sessment and management of situations which ting privacy and freedom of expression with could eventually lead to a crisis. relevant external stakeholders. In this function, he also led the publication and dissemination of The procedure established in the Global Crisis Telefónica´s “Digital Manifesto” in 2018, which Management System is applied in the event of a calls for a new cooperative effort between gover- crisis. Its taxonomy of critical incidents that could nments, business and civil society to define a lead to a crisis lists, amongst others, requests New Digital Deal adapting the current regulatory from authorities which may have an impact on environment for the digital age, paying special freedom of expression and privacy and/or legis- attention to the issues of privacy and freedom lations with a potentially high negative impact of expression. on human rights (freedom of expression, etc.). The Global Crisis Management System stipulates What is more, we have a Transparency Com- that, in the event of a crisis related to privacy mittee for privacy and freedom of expression and/or freedom of expression issues, the Chair of issues related to requests made by Competent the Crisis Committee may convene the so-called Authorities, which is composed by the Legal “Human Rights Round Table” (made up of the Department, Compliance, Internal Audit and relevant departments) in order to analyse the Corporate Ethics and Sustainability. The Trans- situation, design and apply a response strategy, parency Committee analyses the reported data report to the Executive Committee and conduct in this report and may make such observations further analysis in order to prevent such risks in as they deem relevant, both in general terms or the future. 5 INTRODUCTION AND SCOPE OF OUR OUR DUE POLICIES AND REPORT BY 2020 REPORT ON TRANSPARENCY IN COMMUNICATIONS THE REPORT GOVERNANCE DILLIGENCE PROCESSES INDICATORS COUNTRY GLOSSARY Our Human Rights Due Diligence Since 2006 human rights have been an integral part of our Business Principles. The UN Guiding Human Abolition of child/ Working Non- Privacy Principles on Business and Human Rights have rights issues forced labour conditions Discrimination served as a fundamental guide to promote the guarantee of and respect for
Load more

Recommended publications
  • Interior Ago/Oct
    editorial na de las características más importantes de nuestra Empresa es el impacto que ésta tiene en los más diversos ámbitos de la comunidad, pues además de las actividades propias del negocio, realiza acciones que promueven beneficios para los mexicanos, convirtiéndose así en un ejemplo a seguir por las diferentes compañías e instituciones de U nuestro país y del mundo. Por ello, la reciente apertura del Centro de Tecnología Telmex cobra gran relevancia, ya que además de ser un espacio en el que los visitantes conocen lo que ofrece nuestra Empresa y la tecnología de punta que poseemos, pueden interactuar con los productos y servicios que permiten a las personas transformar sus actividades cotidianas, estrechando el contacto humano, incrementando su productividad, mejorando su forma de hacer negocios y haciendo su vida más fácil. Otro importante impacto comunitario se da en el plano de la calidad, pues ésta no sólo beneficia a nuestros Clientes, sino a todo aquel con quien establezcamos relaciones de negocios; en este sentido destaca el esfuerzo conjunto del equipo LADA para darle a Telmex la primera Certificación ISO 9001/2000 Multisitio a nivel mundial, como un merecido reconocimiento a la calidad de sus áreas, procesos y servicios. Con ello, nuestros Clientes pueden tener la seguridad de que cuentan con el mejor servicio de larga distancia del mundo. Asimismo debemos recordar el beneficio ambiental y, para muestra, basta el botón más representativo y reconocido de la Empresa: el COAE Telmex, el comité que ha hecho del ahorro de energía el reflejo de nuestros más altos valores e ideales en beneficio de las generaciones futuras.
    [Show full text]
  • Madam Prosecutor: Elisa María A. CARRIÓ, on My Own Behalf
    Madam Prosecutor: Elisa María A. CARRIÓ, on my own behalf, National Deputy domiciled at my public office located at Riobamba 25, office 708 (Attached to the 2nd Chamber of Deputies of the Nation), in this Federal Capital, in case No. 3559/2015, I come before the representative of the Public Prosecutor’s Office and respectfully state as follows: I. PURPOSE: I enclose the following information on the occasion of submitting my witness statement on today’s date, which I believe will be of use in clarifying the events being investigated in the present case. II. IRAN’S INTELLIGENCE WAR AND THE THREE ATTACKS PERPETRATED AGAINST ARGENTINA. Iran has launched an intelligence war in the struggle it is waging against its regional enemies who do not belong to the Shiite crescent (Israel and Saudi Arabia), which it is perpetrating utilizing two major groups: the traditional Iranian grouping on the one hand and that composed of terrorist organizations such as the Lebanese Hezbollah group on the other; this intelligence is gathered via mosques and is characterized by the perpetration of terrorist attacks as a means of attacking its enemies (The regime of the ayatollah). The attacks carried out by the second group, to which Mahmoud Ahmadinejad and Mohsen Rabbani, among others, have belonged are perpetrated wherever in the world that favorable conditions exist to carry them out through lack of vigilance, the availability of local connections, etc. [Islamic] Jihad, which means resistance or guerrilla warfare, was founded with Iranian assistance in Beirut. This intelligence war prompted the first ever attack on Argentine soil, against the Israeli Embassy in Buenos Aires.
    [Show full text]
  • Ready Awarded It to Operators by the End of 2016, Whereas Mexico Has Already Allocated 90 Mhz of That Band to Those in Charge of Deploying the Shared Network
    TABLE OF CONTENTS TABLE OF CONTENTS ............................................................................................................ 2 EXECUTIVE SUMMARY ........................................................................................................... 3 INTRODUCTION ...................................................................................................................... 6 ITU MOBILE SPECTRUM SUGGESTIONS .............................................................................. 8 ITU RECOMMENDATIONS: SPECTRUM ALLOCATION FOR THE DEVELOPMENT OF IMT AND IMT-ADVANCED TECHNOLOGIES .............................................................................. 9 LATIN AMERICA SPECTRUM OVERVIEW ............................................................................ 10 FUTURE OF THE RADIO SPECTRUM IN LATIN AMERICA ................................................... 12 CHALLENGES TO AWARD THE RADIO SPECTRUM ............................................................ 15 CONCLUSION ........................................................................................................................ 16 APPENDIX A: LATIN AMERICA MARKETS PROFILES ......................................................... 18 ARGENTINA ....................................................................................................................... 18 BOLIVIA ............................................................................................................................. 18 BRAZIL ..............................................................................................................................
    [Show full text]
  • Information Economy Report 2009 Trends and Outlook in Turbulent Times
    UNITED NATIONS CONFERENCE ON TRADE AND DEVELOPMENT Information Economy Report 2009 Trends and Outlook in Turbulent Times New York and Geneva, 2009 ii Information Economy Report 2009 NOTE Within the UNCTAD Division on Technology and Logistics, the ICT Analysis Section carries out policy-oriented analytical work on the development implications of information and communication technologies (ICTs). It is responsible for the preparation of the Information Economy Report. The ICT Analysis Section promotes inter- national dialogue on issues related to ICTs for development and contributes to building developing countries’ capacities to measure the information economy, as well as to design and implement relevant policies and legal frameworks. In this report, the terms country/economy refer, as appropriate, to territories or areas. The designations employed and the presentation of the material do not imply the expression of any opinion whatsoever on the part of the Secretariat of the United Nations concerning the legal status of any country, territory, city or area or of its authori- ties, or concerning the delimitation of its frontiers or boundaries. In addition, the designations of country groups are intended solely for statistical or analytical convenience and do not necessarily express a judgement about the stage of development reached by a particular country or area in the development process. The major country groupings used in this report follow the classification of the United Nations Statistical Office. These are: Developed countries: the member countries of the Organization for Economic Cooperation and Development (OECD) (other than Mexico, the Republic of Korea and Turkey), plus the new European Union member countries that are not OECD members (Bulgaria, Cyprus, Estonia, Latvia, Lithuania, Malta, Romania and Slovenia), plus Andorra, Israel, Liechtenstein, Monaco and San Marino.
    [Show full text]
  • Global Rich Communication Services (RCS) Market Analysis and Forecast (2013 – 2018)
    IndustryARC Global Rich Communication Services (RCS) Market Analysis and Forecast (2013 – 2018) VAS and VoLTE Main Features of Growing MNO Deployability Strategies IndustryARC | 1 TABLE OF CONTENTS 1. Global Rich Communication Services – Market Overview 2. Executive Summary 3. Global Rich Communication Services – Market Landscape 3.1. Market Share Analysis 3.2. Comparative Analysis 3.2.1. Product Benchmarking 3.2.2. End user profiling 3.2.3. Patent Analysis 3.2.4. Top 5 Financials Analysis 4. Global Rich Communication Services – Market Forces 4.1. Market Drivers 4.2. Market Constraints 4.3. Market Challenges 4.4. Attractiveness of the Rich Communication Services Industry 4.4.1. Power of Suppliers 4.4.2. Power of Customers 4.4.3. Threat of New entrants 4.4.4. Threat of Substitution 4.4.5. Degree of Competition 5. Global Rich Communication Services Market – Strategic Analysis 5.1. Value Chain Analysis 5.2. Pricing Analysis 5.3. Opportunities Analysis IndustryARC | 2 5.4. Product/Market Life Cycle Analysis 5.5. Suppliers and Distributors 5.6. Business Model 5.6.1. B2C 5.6.2. B2B 5.6.3. B2B2x 6. Rich Communication Services Market by Applications 6.1. Mobile Commerce 6.2. Cloud Storage/Access 6.3. LTE Direct 6.4. Rich Calls and Messaging 6.5. Video 6.6. Enterprise 6.7. Others 6.7.1. Social 6.7.2. VAS 7. Rich Communication Services Market by Solution Types 7.1. Unified Messaging 7.2. Web Conferencing 7.3. VoIP 7.4. Online Storage 7.5. File Transfer/Content Sharing 7.6.
    [Show full text]
  • Informe Estadístico Soy Usuario Enero-Marzo 2019 Informe Estadístico Soy Usuario Enero-Marzo 2019
    INFORME ESTADÍSTICO SOY USUARIO ENERO-MARZO 2019 INFORME ESTADÍSTICO SOY USUARIO ENERO-MARZO 2019 ÍNDICE Introducción ...................3 Datos generales .............5 Servicios Móviles ..........10 Servicios Fijos .............14 Conclusiones ...............18 INICIO INTRODUCCIÓN DATOS GENERALES SERVICIOS MÓVILES SERVICIOS FIJOS CONLUSIONES 2 INFORME ESTADÍSTICO SOY USUARIO ENERO-MARZO 2019 El sistema Soy Usuario es resultado del Convenio de Colaboración suscrito entre el IFT y la Procuraduría Federal del Consumidor (PROFECO) en el año 2014 y renovado el 20 de septiembre de 2016, con la finalidad de fortalecer los mecanismos de atención e intercam- bio de información en beneficio de los usuarios de telecomunicaciones. Se trata de una herramienta de fácil uso a través de Internet que permite un mayor acercamiento entre los prestadores de servicios de telecomunicaciones y sus clientes, así como entre los usuarios de estos servicios y las autoridades, ya que privilegia el proceso de pre conciliación. La plataforma obtuvo el reconocimiento de Buenas Prácticas 2016 por parte de la organi- zación internacional Regulatel. Además, fue galardonada con el premio WSIS Champion otorgado por la Unión Internacional de Telecomunicaciones en el marco de la Cumbre Mundial sobre la Sociedad de la Información 2017. La información estadística que se presenta, contempla el número de inconformidades in- gresadas del 1 de enero al 31 de marzo de 2019 y tiene la finalidad de dar a conocer el comportamiento de las empresas y la atención que brindan a los usuarios que ingresan inconformidades a través de la plataforma. Entre la información relevante que se puede consultar, se encuentran los Estados de la Repú- blica con mayor número de inconformidades; el tipo de problemáticas reportadas; el número de folios canalizados a PROFECO; el número de inconformidades asesoradas por la PROFE- INTRODUCCIÓN CO; así como el ranking de atención tanto para servicios móviles como fijos.
    [Show full text]
  • Estrategias Comerciales Incorporada a La Secretaría De Educación Pública Rvoe 20122890
    ECEE MAESTRÍA EN ESTRATEGIAS COMERCIALES INCORPORADA A LA SECRETARÍA DE EDUCACIÓN PÚBLICA RVOE 20122890 TESIS “Estrategia de Comercialización para los Servicios de Contenidos Móviles en México” QUE PARA OBTENER EL GRADO ACADÉMICO DE: MAESTRA EN ESTRATEGIAS COMERCIALES PRESENTA: Natalia Rebeca Valencia García DIRECTOR: Dr. Sergio Garcilazo Lagunes Ciudad de México, 2017. 1 Contenido ÍNDICE DE TABLAS, FIGURAS Y GRÁFICAS ................................................... 6 RESUMEN .............................................................................................................. 7 INTRODUCCIÓN .................................................................................................... 8 Capítulo 1. MARCO TÉORICO Y CONCEPTAL ................................................... 11 1.1. Marketing de servicios .............................................................................. 11 1.2 La oferta de telefonía móvil como servicio. ............................................... 12 1.2.1 Oferta Pospago ......................................................................................... 12 1.2.2 Oferta Prepago ......................................................................................... 12 1.2.3. Servicios Adicionales ............................................................................... 13 1.2.3.1 Servicios de Contenidos Móviles ........................................................... 13 1.2.3.1.1 Tipos de servicios de contenidos ........................................................ 14
    [Show full text]
  • Latin America Pay TV Decelerates
    Latin America pay TV decelerates Although the economic recession waned somewhat in 2017, the Latin American pay TV sector was still affected. According to the eighth edition of the Latin America Pay TV Forecasts report, the number of pay TV subscribers was flat year-on-year. Fewer than 5 million additional pay TV subscribers are expected between 2017 and 2023 – bringing the total to almost 76 million. Pay TV penetration will not climb beyond the current 44% of TV households. Latin America pay TV subscribers by country (000) 80,000 70,000 60,000 50,000 40,000 30,000 20,000 10,000 0 2017 2018 2023 Others 18,552 18,953 20,808 Colombia 5,557 5,691 6,161 Argentina 9,253 9,388 9,599 Brazil 18,181 17,839 19,656 Mexico 19,417 19,283 19,560 Source: Digital TV Research Ltd Simon Murray, Principal Analyst at Digital TV Research, said: “Given its continuing economic and social problems, Brazil lost 1 million pay TV subscribers between 2015 and 2017. Its peak year of 2014 will not be bettered until 2023.” Murray continued: “Mexico recorded impressive growth in 2016, but its pay TV subscriber count fell in 2017. It will continue to decline until a slow recovery starts in 2020. The 2023 total will be just under the 2016 peak. However, it’s not all bad news as Claro and Telefonica will enter Argentina and Mexico, although this is likely to involve OTT.” Mexico overtook Brazil in 2016 to become Latin America’s largest pay TV market, despite Brazil having twice as many TV households as Mexico.
    [Show full text]
  • "Push to Talk" : Comunicación Al Instante
    No. de tesis: 103 TESIS presentada a 1 Instituto Tecnológico y de Estudios Superion:~s de Monterrey Campus Ciudad de México fl.11"ª la obtención del grado de MAESTRO EN A.DMINISTRACl()N DE LAS TELEC:OMUNICACIONJES pa: Enrique Alberto Romero Rosales "Push to Talk'~' Comunicación al instante Defendida el 29 de Vlarzo del 2006antc el comité de tesis: Asesor: Dr. Francisco .Javier Cuevas Ordaz Prn/i.1ordel /'l'l:'Si\!-CSF Sinodales: Dr. José Ra1rní11 i\lvarez Bada Proj(·.rnr del /Tl:'SM-( '( J/ Dr. Alfonso Parra Rodriguez l'm¡i,,n,· del !Tl:SM-CC\J Tr,1bc1jo ei"cctu,1du al seno de la Escuela de Cir,1duadl1s en lngL:niería y J\rquitec1urc1 del l11s111u10 Tecnolug1cn y de Lstudios Superiores de i\1onterrey Campus Ciudad de \kxiL'\l '(Le 1i, '1\~f:>50S­ tb5 CJ-oo fo i\gratk,i111i,111os Agradecin1ientos ----------------- Indice Indice Acrónin1os ............................................................................................................................. i Introducción General ......................................................................................................... 1 Capítulo 1: Evolución de las redes Celulares 1.1 Introducción .................................................................................................................... 5 1.2 Evolución de los sistemas celulares ........................................ .. ............. .. .. ..................... 5 1.2. I Primera Generación 1.2.2 Segunda Generación 1.2.3 Generación 2.5 I .3 Tercera Generación (3G) ................................................................................................
    [Show full text]
  • ICT Project Resource Guide from Argentina, Brazil and Paraguay
    1 | P a g e This report was funded by the U.S. Trade and Development Agency (USTDA), an agency of the U.S. Government. The opinions, findings, conclusions, or recommendations expressed in this document are those of the author(s) and do not necessarily represent the official position or policies of USTDA. USTDA makes no representation about, nor does it accept responsibility for, the accuracy or completeness of the information contained in this report. 2 The U.S. Trade and Development Agency The U.S. Trade and Development Agency helps companies create U.S. jobs through the export of U.S. goods and services for priority development Projects in emerging economies. USTDA links U.S. businesses to export opportunities by funding Project planning activities, pilot Projects, and reverse trade missions while creating sustainable infrastructure and economic growth in partner countries. 3 Table of Contents List of Figures and Tables............................................................................................................... 7 1 INTRODUCTION ................................................................................................................ 10 1.1 Regional ICT Development .......................................................................................... 10 1.2 Authors .......................................................................................................................... 11 1.3 Acknowledgements ......................................................................................................
    [Show full text]
  • Movistar Implements Playvox to Optimize Their Call Centers
    Movistar implements PlayVox to optimize their Call Centers For a massive consumer product company like Movistar, their Call Center is a key part of their strategy to serve, acquire and retain their millions of customers and users. Movistar, like other Telecommunication businesses, outsources customer service, depositing this great responsibility on 7 Call Center providers located in Chile, Colombia and Peru. PRODUCT CHALLENGE With more than 3,000 active agents working from different • PlayVox Next Generation countries, Movistar wanted a single platform where, on one hand, Agent Performance unified the training content for their trainers, and the other, served Optimization Software for as a social collaboration network and motivate those who are Call Centers. responsible in training their agents. RESULTS IMPLEMENTING PLAYVOX’S WORKFORCE OPTIMIZATION SOFTWARE • Consolidated and unified Thanks to working together with PlayVox, the leading provider in formation process. gamification for Call Centers, Movistar Chile, an innovative • Increased exchange of company in the use of gamification and social tools, has best practices accomplished establishing best practices between their Call Center trainers and unifying training content into a single, formal way. • Integrated Gamification These accomplishments are thanks to deploying PlayVox’s Next Generation Agent Performance Optimization Software for Contact Centers. CONSOLIDATED TRAINING PROCESS Movistar began using the PlayVox platform in November, 2012. After several months of use, they could see concrete results within ‘’We have been able to the community of Trainers, Sales and Call Centers. ‘’Thanks to the demonstrate the exchange use of the social collaboration tools and use of Gamification of good practices among techniques we have helped Movistar consolidate and unify their participants, who have formation processes with 7 call center providers in 3 countries.’’ shared their experiences at comments Oscar Giraldo, Co-Founder and CEO of PlayVox.
    [Show full text]
  • S2011027 En.Pdf
    e-Health in Latin America and the Caribbean: progress and challenges e-HEALTH IN LATIN AMERICA AND THE CARIBBEAN: Progress and challenges Andrés Fernández and Enrique Oviedo (editors) This document was prepared by Andrés Fernández and Enrique Oviedo of the Economic Commission for Latin America and the Caribbean (ECLAC), in the framework of the programme Alliance for the Information Society, phase 2 (@LIS2), – Inclusive political dialogue and exchange of experiences, carried out jointly by ECLAC and the European Union. The editors are grateful to Daniela Huneeus and Ignacio Carrasco, ECLAC consultants, for their assistance in the preparation of this document. The opinions expressed in this document, which has not undergone formal editing, are the sole responsibility of the authors and do not necessarily reflect the views of the Organization. United Nations publication LC/L.3252 Copyright © United Nations, July 2011. All rights reserved Printed in United Nations, Santiago, Chile Applications for the rights to reproduce all or part of this work are welcomed and should be sent to the Secretary of the Publications Board, United Nations Headquarters, New York, N.Y. 10017, United States of America. Member States and their governmental institutions may reproduce this work without prior authorization, but are requested to mention the source and inform the United Nations of such reproduction. e-Health in Latin America and the Caribbean: progress and challenges Contents Introduction . .7 I . Potentials of e-Health in the social and epidemiological context of Latin America and the Caribbean . 11 II . Background information and e-Health applications in Argentina . 25 III . Telehealth initiatives in Brazil .
    [Show full text]