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MTN raising the bar in modern Customer Experience Management with Nokia

Leading telecoms services provider, MTN Nigeria has partnered Nokia to take customer experience management (CEM) to the next level in Nigeria.

The company said during a press conference to announce the deal that it adopted new advanced technology in analytics, data science and automation to observe, understand and even resolve customers’ issues far before they can complain.

Giving a clear insights on the deal, General Manager, Network Performance and Quality Assurance, MTN Nigeria, Uche Osuji, said the MTN CEM software is established to optimise network for service and transform customers experience in the use of data, calls, and text messages.

According to him, the platform proactively identifies customer issues and solve them, explaining that “Nokia Cognitive Analytics for Customer Insight software provides a complete view of customer satisfaction, revenue, device and network 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”.

“The interface provides us a deeper insight of what customers’ experience. No higher tariff is intended for our customers to be part of this better service. It also cost effective for customers as the platform allows us advice users on the best product for them,” he said.

He revealed further that MTN’s upgraded customer service is just the beginning of a new phase, which focuses on proffering solution to users’ complaint on time, noting that “We monitor what our customers does per time to know what they want and how they want it”.

“The customer experience indicator allows us know whatever service each customer is using and equally follow up on the quality of service received. This is because we care about what makes them feel good,” he added. Osuji said the indicator gives an alert when customers are unable to get a particular service for prompt action to be taken.

“The CEM helps us identify customers’ complains and traces of what could be the cause. The system will work in partnership with Nokia to improve customer expression index. There will front engineers monitoring it 24/7 and render prompt response,” he noted.

In his response, General Manager, Business Development at MTN, Kola Oyeyemi noted that “We no longer wait for damage control before we do what is expected of us. With MTN CEM, we analyse data to gather customer information and can anticipate challenges even before they arise to get them fixed in real time. We are bridging the gap between services required by customers and how they experience it in network solution.”

Besides, Nokia’s Account Leader for MTN Group, Naveed Kashif, said the Nokia Analytics Office Services has been equipped to facilitate MTN’s transformation for the customer-centric business. Nokia is a tech company, making Telecom put solution together for provider.