Nokia announces machine learning-powered customer experience solutions; sets new standard for proactive care
November 17 2016 - 2:08AM
Nokia today announced major updates to its Motive Customer
eXperience Solutions (CXS) software portfolio, providing
communications service providers with advanced machine learning
capabilities to reduce costs and improve customer
experiences.
Nokia Motive Service Management Platform (SMP) 7.0 and Motive
Care Analytics (CAL) 2.0 use machine-learning algorithms developed
by Nokia Bell labs - advanced capabilities that give computers the
ability to learn without being explicitly programmed. With support
for machine learning in its CXS portfolio, Nokia aims to set a new
standard for proactive care in the industry, dramatically improving
the detection, troubleshooting and resolution of subscriber
issues.
Nokia Motive SMP 7.0 features Dynamic Intelligent Workflows, a
new self-optimizing system that determines the ideal sequence of
tasks that deliver the highest probability of resolving billing,
subscription and network service issues in the shortest amount of
time. By analyzing data from previous workflow executions, the
network, customer premises equipment, and trouble tickets, this
capability enables service providers to quickly find the optimal
remediation to issues when subscribers contact help desk agents or
use self-care.
Nokia Motive CAL 2.0 is the first solution of its kind that
automatically correlates customer help desk calls and self-care
actions with network, service and third-party application
topologies to identify call anomalies, such as unusual patterns in
help desk calls that indicate the location of customer-impacting
network and service issues. Once anomalies are identified, Motive
CAL initiates actions through Motive SMP to resolve service
disruptions and other issues before they become widespread
problems, triggering call deflection to IVR systems and OSS alarm
correlation for rapid fault localization and identification.
Together, Motive SMP 7.0 and Motive CAL 2.0 help service
providers lower costs by reducing average help desk handling times
5 to 15 percent and eliminating inappropriate truck rolls
(dispatching a service technician to a customer location) related
to network outages by as much as 90 percent. They also enable
service providers to improve customer satisfaction and reduce churn
by eliminating 85 percent of outage-related help desk calls.
Bhaskar Gorti, president of Applications & Analytics
at Nokia, said: "Service disruptions are often hard to
identify because they happen in the access network, on customer
equipment or on customers' devices. Traditional customer care may
only address a small part of a larger problem and the
time-consuming, step-by-step troubleshooting process can lead to
customer frustration and the risk of lost business. By providing
the earliest possible detection of network issues and streamlining
help desk and self-care interactions, these new Nokia solutions
reduce IT and care costs, and result in happier, more loyal
customers."
Sheryl Kingstone, research director, Business
Applications at 451 Research, said: "Reducing the
complexity around customer care, providing a personalized
experience and introducing self-service are key to maximizing
customer satisfaction and improving Net Promoter Scores. By
embedding machine learning into customer care offerings, operators
can provide relevant and engaging customer journeys across new
channels of interactions, which are integral to success in today's
digital world."
Nokia Motive SMP and Motive CAL build upon Nokia's leading
customer care solutions, including Motive Home and Access
Analytics, which enables operators to identify and resolve issues
proactively before they affect the customer experience. Powered by
Nokia Bell Labs' machine learning algorithms, the new Motive SMP
and Motive CAL solutions represent the first steps in Nokia's
effort to bring autonomous support into the digital care process.
Nokia Motive SMP 7.0
Nokia Motive SMP is a customer experience platform for home,
mobile and enterprise devices and services, enabling service
providers to adopt care processes that deliver the highest possible
customer satisfaction at the lowest possible cost. Motive SMP
provides a foundation for deploying service management as part of
an agile omni-channel customer experience strategy.
Key features of Motive SMP 7.0 include:
- Dynamic Intelligent Workflows that drive
actions with highest predicted resolution for a customer at the
time they call or use self-help
- Omni-channel service modeling and management of
business logic that render unified and relevant content to
different audiences and a consistent user interface across channels
and devices
- Drag-and-drop interface that makes it easy to
build and deploy advanced workflows
- Robust integration framework that enables: New
data source adapters for underlying systems to gather the
information required by models; end-to-end service management
across operations support/business support systems; and
prescriptive workflow actions
Motive SMP delivers the continuous improvement and agile
introduction of new business and technical processes, enabling
customers to avoid lengthy IT cycles in implementing new
capabilities. Runtime updating of business logic reduces the time
required to introduce new logic into the network. Dynamic
Intelligent Workflows streamlines this process further, by
leveraging machine learning to automatically update logic at
runtime.
Nokia Motive CAL 2.0
The Motive CAL analytics solution lowers call center operating
expenses and improves customer care by optimizing workflow
management.
The new Call Anomaly Detection feature automatically monitors
and detects issues otherwise difficult to detect with operations
support systems. These include last-mile issues in the xDSL and
fiber networks; mobile service issues; issues with customer
premises equipment; service issues affecting IPTV, high-speed
Internet and broadband service packages; and issues with
third-party applications.
Call Anomaly Detection uses a real-time statistical algorithm to
identify anomalous behavior within normal calls arriving at the
call center. When an anomaly is detected, Motive CAL triggers
Motive SMP to execute a proactive workflow.
Availability
Nokia Motive SMP 7.0 and Motive CAL 2.0 are now available. For
more information, visit the Motive CXS website.
Resources:
- Whitepaper: Using algorithms for advanced customer care
- Data Sheet: Nokia Motive Service Management Platform (SMP)
7.0
- Data Sheet: Nokia Motive Care Analytics (CAL) 2.0
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About NokiaNokia is a global leader in creating
the technologies at the heart of our connected world. Powered by
the research and innovation of Nokia Bell Labs, we serve
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and consumers, with the industry's most complete, end-to-end
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From the enabling infrastructure for 5G and the Internet of
Things, to emerging applications in virtual reality and digital
health, we are shaping the future of technology to transform the
human experience. www.nokia.com
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