Nokia Oyj (ADR) (NYSE:NOK) has been chosen to help MTN Nigeria lead its transformation to customer-from from network-centric operations and enhance the experience for its 52 million consumers. The company’s Customer Experience Management solutions deliver intelligence and automation to help service providers function more efficiently and grab new business opportunities, and at the same time ensuring subscribers get the maximum advantage from their services.
MTN Nigeria marks as the first service provider in the area to use Nokia’s Cognitive Analytics for Customer Insight with Nokia SQM software. Supported by machine learning algorithms, the software offers a complete view of revenue, network and device performance and customer satisfaction. Together with Nokia SQM, which offers a holistic view of service performance and behavior, MTN Nigeria can accelerate the identification of service issues, such as data session quality and poor voice call, and prioritize enhancements based on business and customer impact.
The service provider will also use the international know-how of Nokia Analytics Office Services to support its transformation to a consumer-centric business. It will allow MTN Nigeria to increase the advantages of Nokia software, adopt new advanced features and accelerate the transformation procedure, such as automation and data science.
By implementing the Nokia solution with numerous use cases including roaming insights, VIP monitoring, Net Promoter Score improvement, churn diagnostics and others, MTN Nigeria intends to offer a higher level of service quality and enhanced consumer satisfaction, while reducing churn and increasing its NPS.
Naveed Kashif, the Nokia’s Account Leader for MTN, stated MTN recognizes the increasing significance of CEM as it intends to differentiate itself and offer the best possible services to users. Nokia offers software technologies and top-class expertise to assist service providers take full benefit of the latest advances in intelligence and automation, and they are pleased to assist MTN in its way to advance a more agile, consumer-centric business.