According to the Finnish telecommunications company, the deal improves its dashboard solution for BT Group, giving the latter’s call centre agents a real-time, complete view of the operator’s network, from individual subscribers to devices
BT Group extends partnership with Nokia to deploy AVA Analytics software. (Credit: BT)
BT Group has extended its partnership with Nokia through a five-year deal to deploy the latter’s AVA Analytics software for fixed networks.
The deal is expected to help the UK telecommunications operator to bolster its network monitoring through artificial intelligence (AI) and machine learning and to enhance customer experience.
According to the Finnish telecommunications company, the deal improves its dashboard solution Homeview for BT Group, providing the latter’s call centre agents a real-time, complete view of the operator’s network, from individual subscribers to devices.
This is expected to promptly fix access and in home issues, and deliver the best service across all of its phone and digital channels.
BT Group consumer customer services managing director Nick Lane said: “Our 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 BT’s 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.”
The AVA Analytics software provided by Nokia will allow BT Group to utilise automated workflows with deep analytics to increase operational efficiency improvements and bolster the latter’s net promoter scores (NPS).
NPS measures a subscriber’s tendency to refer a service or product to another customer.
Besides AVA Analytics software, Nokia’s home device manager and service management platform are said to enable BT’s approximately 6,000 care agents to remotely handle more than 10 million WiFi connections.
Over 100 million actions are claimed to be taken daily to improve the home broadband experience for BT Group’s subscribers.
Nokia business applications senior vice president Hamdy Farid said: “Nokia 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.”