As part of advanced structural refroms to deepen leadership of the Nigerian telecoms market, MTN Nigeria has sealed new deal with Nokia to integrate its Customer Experience Management (CEM) software.
Explaining the deal in Lagos, Nokia’s Account Leader for MTN Group, Naveed Kashif said “MTN recognises the growing importance of customer experience management as it seeks to differentiate itself and provide the best possible services to subscribers.”
Nokia in a release averred that MTN Nigeria is the first service provider in the region to deploy Nokia Cognitive Analytics for Customer Insight (formerly CEM on Demand) with Nokia Service Quality Manager (SQM) software.
Nokia says 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 maximise the benefits of Nokia software, accelerate the transformation process and adopt new advanced capabilities, such as data science and automation.”
Hassan ElChami, Chief Technology Officer at MTN Nigeria, said, “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.
Industry observers say such integration will grow customer experience and raise subscriber base as whereas existing subscribers will be retained, new subscribers will either port in or pick up new SIMs.
Business Hilights recalls that in its quarterly update for the period ended 30 September 2017, MTN recorded a drop in the number of subscribers in markets including South Africa, Uganda, Nigeria and Cameroon, as well as an overall decrease of 0.7%.
It would be recalled that just as MTN’s parent body reported organic revenue increases in key markets in Africa including Nigeria, its Nigerian arm grossed an 11.2% increase in total revenue supported by data revenue growth of 72,1%.
However, there are indications that the surging activities of VAS operators are beginning to negatively impact networks and MTN Nigeria is no exception.
