ESPOO, Finland, Nov.
17, 2016 /PRNewswire/ -- Nokia today announced major
updates to its Motive Customer eXperience Solutions (CXS) software
portfolio, providing communications service providers with advanced
machine learning capabilities to reduce costs and improve customer
experiences.
Nokia Motive Service Management Platform (SMP) 7.0 and Motive
Care Analytics (CAL) 2.0 use machine-learning algorithms developed
by Nokia Bell labs – advanced
capabilities that give computers the ability to learn without being
explicitly programmed. With support for machine learning in its CXS
portfolio, Nokia aims to set a new standard for proactive care in
the industry, dramatically improving the detection, troubleshooting
and resolution of subscriber issues.
Nokia Motive SMP 7.0 features Dynamic Intelligent Workflows, a
new self-optimizing system that determines the ideal sequence of
tasks that deliver the highest probability of resolving billing,
subscription and network service issues in the shortest amount of
time. By analyzing data from previous workflow executions, the
network, customer premises equipment, and trouble tickets, this
capability enables service providers to quickly find the optimal
remediation to issues when subscribers contact help desk agents or
use self-care.
Nokia Motive CAL 2.0 is the first solution of its kind that
automatically correlates customer help desk calls and self-care
actions with network, service and third-party application
topologies to identify call anomalies, such as unusual patterns in
help desk calls that indicate the location of customer-impacting
network and service issues. Once anomalies are identified, Motive
CAL initiates actions through Motive SMP to resolve service
disruptions and other issues before they become widespread
problems, triggering call deflection to IVR systems and OSS alarm
correlation for rapid fault localization and identification.
Together, Motive SMP 7.0 and Motive CAL 2.0 help service
providers lower costs by reducing average help desk handling times
5 to 15 percent and eliminating inappropriate truck rolls
(dispatching a service technician to a customer location) related
to network outages by as much as 90 percent. They also enable
service providers to improve customer satisfaction and reduce churn
by eliminating 85 percent of outage-related help desk calls.
Bhaskar Gorti, president of
Applications and Analytics at Nokia, said: "Service disruptions
are often hard to identify because they happen in the access
network, on customer equipment or on customers' devices.
Traditional customer care may only address a small part of a larger
problem and the time-consuming, step-by-step troubleshooting
process can lead to customer frustration and the risk of lost
business. By providing the earliest possible detection of network
issues and streamlining help desk and self-care interactions, these
new Nokia solutions reduce IT and care costs, and result in
happier, more loyal customers."
Sheryl Kingstone, research director, Business Applications at
451 Research, said: "Reducing the complexity around customer
care, providing a personalized experience and introducing
self-service are key to maximizing customer satisfaction and
improving Net Promoter Scores. By embedding machine learning into
customer care offerings, operators can provide relevant and
engaging customer journeys across new channels of interactions,
which are integral to success in today's digital world."
Nokia Motive SMP and Motive CAL build upon Nokia's leading
customer care solutions, including Motive Home and Access
Analytics, which enable operators to identify and resolve issues
proactively before they affect the customer experience. Powered by
Nokia Bell Labs' machine learning algorithms, the new Motive SMP
and Motive CAL solutions represent the first steps in Nokia's
effort to bring autonomous support into the digital care process.
Nokia Motive SMP 7.0
Nokia Motive SMP is a customer experience platform for home,
mobile and enterprise devices and services, enabling service
providers to adopt care processes that deliver the highest possible
customer satisfaction at the lowest possible cost. Motive SMP
provides a foundation for deploying service management as part of
an agile omni-channel customer experience strategy.
Key features of Motive SMP 7.0 include:
- Dynamic Intelligent Workflows that drive actions with
highest predicted resolution for a customer at the time they call
or use self-help
- Omni-channel service modeling and management of business
logic that render unified and relevant content to different
audiences and a consistent user interface across channels and
devices
- Drag-and-drop interface that makes it easy to build and
deploy advanced workflows
- Robust integration framework that enables: New data
source adapters for underlying systems to gather the information
required by models; end-to-end service management across operations
support/business support systems; and prescriptive workflow
actions
Motive SMP delivers the continuous improvement and agile
introduction of new business and technical processes, enabling
customers to avoid lengthy IT cycles in implementing new
capabilities. Runtime updating of business logic reduces the time
required to introduce new logic into the network. Dynamic
Intelligent Workflows streamlines this process further, by
leveraging machine learning to automatically update logic at
runtime.
Nokia Motive CAL 2.0
The Motive CAL analytics solution lowers call center operating
expenses and improves customer care by optimizing workflow
management.
The new Call Anomaly Detection feature automatically monitors
and detects issues otherwise difficult to detect with operations
support systems. These include last-mile issues in the xDSL and
fiber networks; mobile service issues; issues with customer
premises equipment; service issues affecting IPTV, high-speed
Internet and broadband service packages; and issues with
third-party applications.
Call Anomaly Detection uses a real-time statistical algorithm to
identify anomalous behavior within normal calls arriving at the
call center. When an anomaly is detected, Motive CAL triggers
Motive SMP to execute a proactive workflow.
Availability
Nokia Motive SMP 7.0 and Motive CAL 2.0 are now available. For
more information, visit the Motive CXS website.
Resources:
- Whitepaper: Using algorithms for advanced customer care
- Data Sheet: Nokia Motive Service Management Platform (SMP)
7.0
- Data Sheet: Nokia Motive Care Analytics (CAL) 2.0
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About Nokia
Nokia is a global leader in creating the technologies at the
heart of our connected world. Powered by the research and
innovation of Nokia Bell Labs, we
serve communications service providers, governments, large
enterprises and consumers, with the industry's most complete,
end-to-end portfolio of products, services and licensing.
From the enabling infrastructure for 5G and the Internet of
Things, to emerging applications in virtual reality and digital
health, we are shaping the future of technology to transform the
human experience. www.nokia.com
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SOURCE Nokia