MTN Nigeria announced on Wednesday that it will deploy Nokia Cognitive Analytics for Customer Insight.
This will enable MTN Nigeria to 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.
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.
It will also 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.
“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,” Hassan ElChami, Chief Technology Officer at MTN Nigeria, said in a statement.