MTN is set to improve its service delivery to its 52 million Nigerian customers, following its partnership with Nokia. The company will deploy Nokia Cognitive Analytics for Customer Insight (formerly Customer Experience Management, CEM, on Demand) to boost its operations in the country.
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”.