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Care and Provisioning

Build great experiences around customer care

Nokia Care and Provisioning helps you reduce costs and customer turnover by delivering a consistently great customer experience (CX).

Care and Provisioning is a consolidated, cross-channel customer experience management (CEM) platform. Combining service management with service intelligence, it provides next best actions that let you resolve customer issues efficiently. These actions help you satisfy and retain more customers and boost your Net Promoter Score® (NPS).

Our platform empowers you to extend total omnichannel care – field support, assisted care, self care, and proactive care – across fixed, mobile, enterprise and Internet of Things (IoT) services. By combining it with our Nokia Connected Device Platform and Nokia Home and Access Analytics solutions, you can use data-driven automation and actions to optimize the CX.

We back our solutions with world-class design, implementation, deployment and hosting services. With support from Bell Labs Consulting and Nokia professional services, you can use industry best practices to improve the CX.

How can Nokia Care and Provisioning help your business?

Adopt an agile CX business strategy

Reduce IT and care costs with automated workflows and a consolidated approach to service management. Nokia Care and Provisioning supports thousands of interactive customer care and business process workflows. It lets you optimize your processes to fit your business needs across your existing fixed and mobile service delivery ecosystem.

Make the CX effortless

Boost first call resolution and reduce average handle time (AHT) by offering guided problem triage, troubleshooting, and resolution workflows to CSRs, customers, and field technicians across multiple channels. Reduce help desk call volume and AHT with analytics-driven machine learning that presents the next best action to customers, CSRs, and field technicians. 

Use intelligence effectively

Turn insights into actions that resolve problems before they affect the customer experience. Nokia Care and Provisioning combines intelligence from our Nokia Home and Access Analytics solution with automated, pre-built service orchestration workflows. It lets you predict and correct service provisioning, customer care, and field service issues across mobile, fixed, and enterprise domains.

Deliver maximum value to every customer

Optimize the CX by making it easy for customers to connect with you and get the help they need. Nokia Care and Provisioning tracks data and interactions to help you deliver a seamless support experience across every channel and device. You can use this data to ensure that everyone – customers, CSRs, field technicians – gets information that is contextual, personalized and relevant.

Succeed with the CEM market leader

Our award-winning customer experience solutions have created over €2 billion in cost savings for our top 10 customers. We are the global leader in home, mobile and IoT device and service management solutions that simplify provisioning and care processes. Our Customer Care solutions support:

  • More than 1.5 billion devices for 300 customers
  • Approximately 1 million CSRs
  • More than 2.5 billion workflow executions per month
  • More than 10 million self-service sessions per month

Discover our customer care and provisioning solutions

Streamline service delivery and speed problem resolution by combining a comprehensive omnichannel CEM platform with simple care and support applications for your home, mobile, small cell and enterprise devices and services.

Nokia Service Management PlatformUse service management as the foundation for building an agile customer experience business strategy

Nokia Home CareGive CSRs, technicians, and customers the tools they need to succeed with your home devices and services

Nokia Mobile CareGive CSRs, technicians, and customers the tools they need to succeed with your mobile devices and services

Nokia Small Cell Care and ProvisioningGive CSRs, technicians, and customers the tools they need to succeed with your residential and enterprise small cells

ONT Easy StartConnect FTTH subscribers faster and more cost effectively

More insights about Nokia Care and Provisioning

Nokia Omni-channel Customer Experience Platform

Case studyNokia success stories: Redefining the customer experience
Learn how our Nokia Customer Care Solutions are helping service providers make technology easier for everyone.

#NokiaCEM from @Nokianetworks

Nokia is the leading provider of omnichannel customer care solutions for home, mobile, small cell and enterprise devices and services. We help companies adopt care processes that deliver the highest possible customer satisfaction at the lowest possible cost. Our Nokia Care and Provisioning Platform is the choice of hundreds of companies seeking to give CSRs, technicians, and customers solutions that help drive loyalty and generate a short-term ROI.