Press Releaseย
Nokia analytics software selected by BT in five-year deal to improve operatorsโ fixed access customer experience
14 December 2022
Espoo, Finland โ Nokia today announced that it has expanded its partnership with BT in a five-year deal for its AVA Analytics software for fixed networks that will help the UK operator strengthen its network monitoring through AI and machine learning, and improve its subscriber experience.
The deal enhances Nokiaโs dashboard solution (โHomeviewโ) for BT to give its call center agents a real-time, full view of the operatorโs network, from individual subscribers to devices, in order to quickly correct access and in home issues, and provide the best service across all its phone and digital channels.
Nokiaโs AVA Analytics will provide BT with the use of automated workflows with deep analytics to deliver operational efficiency improvements and boost BTโs net promoter scores (NPS). NPS is a barometer of how likely a customer would recommend a provider or service to another user.
Along with AVA Analytics, Nokiaโs Home Device Manager and Service Management Platform enables BTโs roughly 6,000 care agents to remotely manage over 10 million WiFi connections, with more than 100 million actions taken each day to optimize the home broadband experience for BTโs customers.
Nick Lane, Managing Director for Consumer Customer Services at BT, said: โOur expanded partnership with Nokia is another demonstration of our commitment to providing the best customer experience by investing in AI, analytics, and other state-of the-art technology. Our partnership will help BTโs customer service agents provide the best service across all phone and digital channels and continue to make BT the only network to answer 100% of customer calls in the UK.โ
Hamdy Farid,ย Senior Vice President, Business Applicationsย at Nokia, said: โNokia AVA Fixed Network Insights is a critical component to helping operators improve network diagnosis and troubleshooting processes, while reducing unnecessary manual fixes. We are very pleased to be taking our partnership with BT to the next level with this agreement.โ
Resources
- Webpage: Nokia AVA
- Webpage: Home Device Management
- Webpage: Service Management Platform
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