INTELLIGENT BRANDS // Mobile Technology
Nokia transforms experience
for MTN Group’s 52 million
Nigerian customers
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N
okia 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 behaviour
and performance, MTN Nigeria will be
able to speed the identification of service
issues, like poor voice call and data session
quality, and prioritise 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 maximise 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
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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 recognises 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.” n
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