MTN Nigeria in partnership with Nokia has launched the first phase of its Customer Experience Management (CEM) platform which uses a cognitive analytical tool based on generated data about the customer, it will allow MTN to monitor its network as well as customer behaviour and their challenges, from an operation centre.
According to Nokia, the 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.
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 prioritize improvements based on customer and business impact.
CEO of MTN Nigeria, Ferdinand Moolman said the initiative was conceived two years ago, to monitor and address customers’ challenges on the MTN network and ensure that customers get the best of experience when on the MTN network.
He said the next phase of the launch of the tool would be the launch of an app, which customers could download on their mobile devices to trace network challenges, their causes and how to mitigate them seamlessly.