MTN, Nokia Term up on Customer Experience

• MTN, Nokia Term up on Customer Experience

With the increasing demand on telecoms network services and the subsequent rise in customer related issues, MTN, in partnership with Nokia, has launched a revolutionary cognitive analytics solution for customer insight.

The proprietary solution was designed to provide a complete view of customer experience, device analytics, network experience and usage. This will help the company better and much quicker understand network quality/user issues, reduce customer churn, grow usage, achieve best experience in the market and lead to a more positive net promoter score (NPS).

The project, which commenced in MTNN late last year with the deployment of platforms and a Service Operations Centre (SOC) at VGC, was presented to media, stakeholders and regulatory agencies present at the Intercontinental Hotel, Victoria Island, Lagos. After presentations and a brief question and answer session, the guests were conveyed to the Service Operation Centre (SOC) in VGC, Lagos for the commissioning and use case demonstration.

Commenting at the launch, Chief Executive Officer, MTN Nigeria, Ferdi Moolman, said: “We have always been a customer-centric organisation, placing unmeasurable value on our customers and their experiences, and constantly seeking ways to better serve them. We are very excited about this launch today as it marks a new era in customer relations not just for us as MTN and our customers, but also for telecommunications and the technology ecosystem as a whole”

Also commenting at the event, General Manager, Customer Experience, MTN Nigeria, Kola Oyeyemi said: “Our customers are our most critical asset as an organisation, and this has driven us to seek for partnerships that will make our customers delighted. The new CEM system will help us anticipate the problems customers might face even before they experience it, and this helps us tackle those problems ahead of time. This means customers don’t have to go through any nasty experience and the service is also at no extra cost to the customer.”