Nokia transforms experience for MTN Group's 52 million Nigerian customers
December 05 2017 - 3:01AM
- Nokia software and services fuel MTN's transformation to
customer-centric operations
- Nokia solution will allow MTN to increase efficiencies,
optimize subscriber services and deliver a superior customer
experience
5 December 2017
Espoo, Finland - Nokia has been selected to help MTN Nigeria
drive its transformation from network- to customer-centric
operations and improve the experience for its 52 million
customers.
Nokia's Customer Experience Management (CEM) solutions deliver
automation and intelligence to help service providers operate more
efficiently and seize new business opportunities, while ensuring
subscribers receive the maximum benefit from their services.
MTN Nigeria is the first service provider in the region to
deploy Nokia Cognitive Analytics for Customer Insight (formerly CEM
on Demand) with Nokia Service Quality Manager (SQM) software.
Powered by machine learning algorithms, Nokia Cognitive Analytics
for Customer Insight software provides a complete view of customer
satisfaction, revenue, and device and network performance. When
combined with Nokia SQM, which provides a holistic picture of
service behavior and performance, MTN Nigeria will be able to speed
the identification of service issues, like poor voice call and data
session quality, and prioritize improvements based on customer and
business impact.
The service provider will also leverage the global expertise of
Nokia Analytics Office Services to facilitate its transformation to
a customer-centric business. It will enable MTN Nigeria to maximize
the benefits of Nokia software, accelerate the transformation
process and adopt new advanced capabilities, such as data science
and automation.
By deploying the Nokia solution with several use cases including
VIP monitoring, roaming insights, churn diagnostics, Net Promoter
Score (NPS) improvement, and others, MTN Nigeria aims to deliver a
higher level of service quality and improved customer satisfaction,
while increasing its NPS and reducing churn.
Naveed Kashif, Nokia's Account Leader for MTN Group,
said: "MTN recognizes the growing importance of customer
experience management as it seeks to differentiate itself and
provide the best possible services to subscribers. Nokia provides
software technologies and world-class expertise to help service
providers take full advantage of the latest advances in automation
and intelligence, and we are delighted to help MTN in its journey
to build a more agile, customer-centric business."
Hassan ElChami, Chief Technology Officer at MTN Nigeria,
said: "Nokia's CEM solution and its underlying methodology
exceeded our expectations, and its extensive use case library
demonstrated the company's proven track record in helping service
providers around the world successfully transition to
customer-centric operations. We are confident that the partnership
with Nokia will be invaluable in our ongoing effort to find new and
more innovative ways to deliver superior experiences for our
customers."
Resources
- Website: Nokia Customer Experience Management
- Website: Nokia Telecom Analytics
- Website: Nokia Cognitive Analytics for Customer Insight
- Website: Nokia Analytics Office Services
- Website: Nokia Service Quality Manager (SQM)
- Website: Nokia Performance Manager (NPM)
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