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Nokia Bolsters Software Offering with Increased Intelligence for Digital Customer Care

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Nokia on Tuesday unveiled new machine learning capabilities and expertise to help service providers strengthen the digital customer experience.

Designed to help service providers improve business processes and deliver greater value to subscribers, Nokia’s new solutions include Nokia Autonomous Customer Care and Nokia Cognitive Analytics for Crowd Insight software, and the Nokia Analytics Office Services suite, each targeting high-growth segments of the software and services market.

Bhaskar Gorti, president of Applications & Analytics at Nokia, said: “As the next step in our strategy to build a standalone software organization at scale, we are making major investments in our software and service capabilities that will help customers build strong digital businesses. We want to eliminate the need for customer service calls by avoiding issues in the first place. We also want to give service providers the ability to better understand and contextualize consumer needs.”

“Zero Touch” Nokia Autonomous Customer Care
Nokia Autonomous Customer Care software targets the customer interaction market, the fastest-growing sub-segment of customer care, forecast to increase by nine percent a year to reach 1.486 billion USD in sales by 20201, according to Analysys Mason. Available in Q3, Nokia Autonomous Customer Care software provides customers deep machine learning capabilities that help them resolve service-impacting issues, before they ever happen.

Building upon Nokia’s deep digital network and services expertise, Nokia Autonomous Customer Care software offers interactive care bots with natural language processing (NLP) capabilities and Nokia Bell Labs machine learning algorithms. It is the first autonomous care solution developed based on extensive telecommunications industry experience and know-how.

Nokia Autonomous Customer Care has the capability to predict and resolve service-impacting issues so that corrective actions happen before they impact customers. It also interfaces with consumer intelligent assistants, such as Apple Siri, Amazon Alexa, Microsoft Cortana, and Facebook Messenger* and other popular social platforms, allowing subscribers to use natural language and the channel of their choice to troubleshoot and request services without being put on hold

Nokia Bell Labs reviewed the performance of Nokia Autonomous Customer Care in a tier-one service provider network. It found that the machine learning capabilities could predict and resolve up to 70 percent of residential issues that would lead to service disruptions before the subscriber is ever aware of a problem. Other Nokia data found the software could handle up to 80 percent of care issues without customer support agent intervention when subscribers use interactive bots, significantly reducing the number of help desk calls, customer support requests and contact center workloads.

Mark Mortensen, Research Director & BSS Practice Leader at Analysys Mason, said: “As CSPs move forward in their journey to become DSPs, they need to provide an enhanced, digitalized user experience to consumers and businesses. These users are demanding intelligent, personalized self-service from CSPs. Solutions such as Nokia’s Autonomous Customer Care have the potential to handle a substantial volume of incoming customer calls as well as increase self-service access to a wide range of options. Key to this self-service revolution is machine learning coupled with natural language user interfaces.”

Nokia Cognitive Analytics for Crowd Insight
Part of Nokia’s comprehensive Customer Experience Management (CEM) portfolio, Nokia Cognitive Analytics for Crowd Insight is a new software application using Nokia Bell Labs’ machine learning algorithms to track and analyze the aggregate movement of subscribers using real-time network data instead of GPS or application data. This allows for more frequent updates and larger sample sizes to give precise, timely movement information, and can leverage Nokia network analytics installed base in more than 200 customers.

The software optimizes itself over time, continually building a more accurate and complete profile of subscriber crowd activity.

Nokia Cognitive Analytics for Crowd Insight opens additional revenue streams by allowing service providers to operationalize their data, such as helping retailers identify the best high-traffic areas for new stores; allowing municipalities to identify the optimal location for a bus stop; or helping advertisers determine the appropriate content for digital billboards based on subscriber travel patterns at any given period in time.

In a recent evaluation, one customer achieved a 40 percent increase in shopping mall traffic from nearby neighborhoods due to tailored campaigns based on Crowd Insight data. Nokia Cognitive Analytics for Crowd Insight will be available in Q3.

 

 

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Banks’ Working for Early Sale of 9Mobile — Fidelity Bank Boss

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Mr. Nnamdi Okonkwo, managing director of Fidelity Bank Plc, has said that all the banks whose money is trapped are working together for smooth sale of the telecoms on or before the end of the year.

This is as the 180 days’ window handed down to the receiver managers of 9Mobile draw nearer.

Explaining industry issues in a recent interactive session with select editors and publishers in Lagos, he said “As you are aware, the creditor banks came together to appoint a new Board and Management for the company, with the Deputy Governor of the CBN as chairman of the Board”.

“The company has good fundamentals with about 22 million subscribers, and it is also very strong in data. Our interest is to ensure the company remains a going concern so that it can attract interested buyers. The banks are working collectively on this,” Fidelity bank chief executive revealed.

It would recalled that at the heat of the $1.2bn syndicated loan default crisis which nearly grounded the former Etisalat, both the telecoms regulator and Central Bank of Nigeria (CBN), considered the volume of subscribers and intervened.

Part of the intervention was the appointment of Dr. Joseph Nnanna, former Deputy Governor of the CBN to head the chair the board and prepare it for potential investors between 90 to 180 days.

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Vodacom Urges Telcos to Adopt IoT for Increased ARPU

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L-R: Mr. Olusola Teniola, President, Association of Telecommunications Companies of Nigeria; Mr. Lanre Kolade, Managing Director, Vodacom Business Nigeria; Dr. Fidelis Onah, Director, Technical Standards and Network Integrity, Nigerian Communications Commission; and Mr. Chris Read, Conference Manager NigeriaCom 2017, at the just concluded NigeriaCom 2017 conference in Lagos

Lanre Kolade, Managing Director for Vodacom Business Nigeria, has urged telecommuncations operators in the country invest in Internet of Things services provision in order to increase their Average Revenue Per User (ARPU).

He stated this in a keynote speech at NigeriaCom 2017 organized by Informa Telecoms Group.

According to him ‘today, telecommunications operators are facing a period of flat growth for core services and significant decline in Average Revenue Per User (ARPU). This drastic change threatens the survival of the telecoms industry, as substantial declines in user spending on voice and text services have caused a decline in telcos revenue. IoT has delivered a big growth opportunity for the industry due to the volume of connections expected and experts have projected the market will reach $14.6 trillion global market size by 2020.’

“It is therefore essential to seize the vast opportunities that this growth presents in transforming businesses,” he said.

Across all industries, IoT solutions have been adopted to provide a host of different benefits, from increased Return on Investment (ROI) to developing stronger relationships with customers’, with far reaching benefits projected for the future.

Lanre Kolade in his presentation calls on telecom operators to adapt to the changing times and source other revenue streams to replace what is being lost in the continuing revolution of communications.

“The Internet of Things offers significant growth potential and the opportunity to take a role in new vertical markets, such as automotive, healthcare and smart cities. As these sectors seek to adopt more IoT services, the opportunities that exist are vast. Whether you are a hardware manufacturer or connectivity reseller, adding IoT solutions to your portfolio will open up new revenue streams from selling hardware, software and connectivity services, to a broad range of value-added services, such as consulting, integration and support.  Telcos will have to look at the Internet of Things as a potential revenue generator to offset the declining revenues from core services” he said.

By 2020, more than seven billion people and businesses, and over 30 billion devices, will be connected to the internet.

The question is no longer about the adoption of IoT but rather its application to drive business success.
Vodacom’s IoT solutions support wireless payment devices and e-readers, energy usage and smart metering, chilling cabinets, remote asset monitoring systems and community health management solutions.

Vodacom recently partnered with Kaduna State Government to launch a mobile technology-based healthcare program, SMS for Life 2.0, in the state which aims to increase the availability of essential medication by monitoring drug stock levels and improving the delivery of healthcare for citizens who access public health services.

Vodacom is the technology partner for the initiative, which is a public-private partnership with Novartis and the Kaduna State Ministry of Health.

Vodacom has concluded the training and deployment of SMS for Life 2.0 in Kaduna, with over 250 facilities using the platform to date. This initiative is planned to be implemented in all thirty six states.

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Google-Backed Freetel ICE 2 Smartphone Sold Out Hours After Launch

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Barely a few days after it was unveiled to an eagerly-awaiting public at a glamorous event held on Thursday September 14th, the Freetel ICE 2, a revolutionary smartphone launched in partnership with Google, MTN and TD Mobile is reportedly been sold out.

The Google-backed AndroidTM smartphone sells for N13,000.

Already, thousands of enthusiastic Nigerians looking to get their hands on the high-quality, pocket-friendly smartphone are rushing to MTN in order to pre-order for the next shipment which is expected in the country soon.

Solely distributed by Sub-Saharan Africa’s biggest mobile devices distributor, TD Mobile, the ICE 2 smartphone is one of many devices from the stable of Freetel, Japan’s largest selling smart phone brand in open market.

The attractive price-point of the ICE 2 smartphone is seen by analysts and industry experts as a major factor, that will not only make it one of the fastest selling devices in the market, but a significant selling point that will boost the pace of smartphone penetration in the country.

In addition to being Google GMS certified, confirmation that it meets Google’s performance requirements and properly runs the Google Apps; the Freetel ICE 2 also comes pre-loaded with some of the latest software and security updates from Google including Google Play Protect: a newly-developed software which continuously works to keep one’s device, data and apps safe; Google Street View and Google G-Board, an app which allows the user type in the local Nigerian languages.

Powered by Google’s most recent Android operating system – Android 7.0, the device also comes pre-loaded with Worldreader’s free e-library of over 40,000 e-books, which enables Nigerians to read their favourite book at no cost.

Furthermore, the smartphone is pre-loaded with MTN’s latest apps including MTN Music Plus while all customers who buy the device also get to enjoy double data bonus on every data bundle they buy for three months, courtesy of MTN.

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