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Cognitive Analytics for Customer Insight

Customer experience: See the full picture

Nokia Cognitive Analytics for Customer Insight gives you a complete view of customer satisfaction, revenue, and device and network performance. It helps you identify issues quickly and prioritize improvements based on their customer and business impact.

Your customers expect to consume any content on any device and enjoy superior network and service quality. To keep them happy, you need access to customer experience data and key performance indicators (KPIs). But this information is scattered across different teams within your organization.

Cognitive Analytics for Customer Insight helps you increase customer satisfaction by giving you relevant data about customer and network experience, roamers, corporate customers, and customer care. You can use this data to:

  • Gain a holistic view of the fixed and mobile customer experience
  • Move from reactive reporting to predictive analytics and automated actions
  • Adopt an analytical approach that focuses your teams, tools, and processes on the customer experience

Our solution lets you boost your customer experience management capabilities from any starting point. It gives you actionable insights on every customer and cell. Built-in analytics that use Bell Labs machine learning algorithms automatically tune these insights to your needs and improve prediction of customer satisfaction scoring. Integration to our award-winning Fastermind brings next best action recommendations with triggers to automate resolution of issues and capitalization of revenue opportunities in real time.

Benefits

  • Increase your Net Promoter Score (NPS) by becoming more customer-centric and improving efficiency across your teams
  • Generate more revenue by using accurate real-time customer information to improve targeting for marketing campaigns
  • Bring high quality and efficiency to your daily activities by detecting issues proactively, before they impact customers
  • Improve customer care by reducing average handling time

Highlights

We’ve built Cognitive Analytics for Customer Insight using technologies that have earned several industry awards, including:

Customer Cases

Cognitive Analytics for Customer Insight helps you get a fast return on your investment. You can implement the solution in as little as two weeks and start using analytics to improve the customer experience.

Safaricom Kenya is getting good returns by putting the customer at the heart of all its decision-making. It uses our analytics technology to derive real-time insights from its network, customer, and revenue touchpoints. With our help, Safaricom is providing proactive customer care, resolving network issues faster, and prioritizing capital expenditure.