Data will be fed to front-line call centre agents dealing with customers’ complaints about their home Wi-Fi and other issues
BT Group has expanded its partnership with Nokia to include a five-year deal for the vendor’s AVA Analytics software for fixed networks. BT’s share price had a small filip as the news broke.
The software should improve BT’s network monitoring using AI, most notably, and in turn improve its subscribers’ experience, according to Nokia.
The deal will also improve Nokia’s dashboard solution, Homeview, to give BT call centre agents a real-time, full view of the operator’s network, from individual subscribers to devices, to help them quickly correct access and in-home issues, and “provide the best service across all its phone and digital channels”.
BT will use AVA Analytics to automate workflows with embedded analytics to improve operational efficiency and, BT hopes, to improve its net promoter scores (NPS).
The right home setting
AVA Analytics combined with Nokia’s Home Device Manager and Service Management Platform will enable BT’s 6,000 or so customer care agents to remotely manage over 10 million Wi-Fi connections, with more than 100 million actions taken each day to optimise customers’ home broadband experience.
Nick Lane, Managing Director for Consumer Customer Services at BT, said the move “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.”
Hamdy Farid, Senior Vice President, Business Applications at Nokia, 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.”