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Service Management Platform

An omnichannel customer experience platform that improves customer care and lowers call center OPEX

Compatible with multi-tenant environments and available with Software-as-a- Service (SaaS) deployment support, SMP delivers the highest possible customer satisfaction at the lowest possible cost. Our SMP is the choice of hundreds of CSPs seeking to give customer service representatives (CSRs), technicians and customers solutions that help drive loyalty and generate fast return on investment (ROI).

Utilizing machine learning algorithms from Bell Labs, dynamic intelligent workflows drive troubleshooting actions with the highest predicted resolution for a customer at the time they call or use self-help. An interactive Bot Engine enables you to use conversational natural language over a digital channel (text or voice) to resolve issues. This engine is available through SMP or as a separate micro-service as an optional deployment. 

One of the greatest impediments to providing subscribers with a consistent and unified omnichannel experience is that every channel runs independently and is not well integrated with other channels. SMP offers service providers a foundation for deploying service management as part of an agile omnichannel customer experience strategy that is innovating customer service and care, resulting in a seamless customer experience.

  • Omnichannel service modeling and management of business logic, which render unified and relevant content to different audiences as well as a consistent user interface across channels and devices
  • Machine learning driven workflows that drive actions with highest predicted resolution for a customer at the time they call or use self-help
  • Interactive Bot Engine and bot builder which enables customers to use conversational natural language over a digital channel to resolve their issues
  • Ability to deploy the Interactive Bot Engine as a separate microservice, to ease introduction of chatbots with existing SMP deployments
  • Proactive Bot Engine which executes Prescriptive workflow actions driven by recommendations from Nokia Home and Access Analytics
  • More than 1,000 pre-built customer care workflows that can run on a variety of devices and channels

  • Decrease help desk call volume and average handle time (AHT) with next-best actions to customers, CSRs and field technicians
  • Increase first call resolution (FCR) and reduce AHT by offering guided problem triage, troubleshooting and resolution workflows to CSRs, customers and field technicians seamlessly across multiple channels
  • Optimize customer experience with analytics-driven workflow execution to resolve problems before they affect customers
  • Reduce IT and care costs with agile and easy service modeling of advanced service troubleshooting and management logic across key elements of the existing service delivery ecosystem
  • Deliver savings of one-third to one-half of the deployment cost on premises and leverages the cloud’s economies of scale

Autonomous Customer Care

Apply machine learning and bots to deliver new levels of omnichannel care

Solution

Care and Provisioning

Build great experiences around customer care

Solution

Home and Access Analytics

Resolve service, device, and network issues before customers notice them

Solution