Swisscom – a leading communications service provider in Switzerland has selected the Nokia Home Analytics solution to improve the customer experience for its subscribers.
Wi-Fi is becoming the most popular Internet service delivery technology for residential customers. According to Strategy Analytics, there are no fewer than six devices accessing Wi-Fi technology in the modern home today, comprised of a complex collection of smartphones, tablets, PCs, smart TVs, DVRs, wireless access points and other devices.
As a result, Nokia customer data reveals that Wi-Fi-related issues have become the number one driver of technical support activities, representing more than one-third of all calls to service provider help desks.
Nokia Home Analytics is part of Nokia’s Customer Experience Management (CEM) portfolio, an end-to-end solution that enables service providers to capture new business opportunities, operate more efficiently and deliver maximum value to their customers.
Nokia HAL enables service providers to dramatically improve their ability to identify, troubleshoot and quickly resolve home Wi-Fi and other residential broadband connectivity and performance issues.
It delivers continuous improvements in broadband service by combining analytics-based insights from home networks and connected devices with a closed-loop optimization process, enabling service providers to improve reactive customer service, as well as establish a more proactive approach to the broadband home experience.
Nokia HAL will enable Swiss services provider Swisscom to improve and accelerate its ability to identify and address Wi-Fi and other consumer broadband network issues, in many cases before the consumer is even aware of a problem, resulting in increased customer satisfaction and reduced churn.
Swisscom plans to fully deploy the Nokia HAL solution to its Wi-Fi customers by the end of 2017.
Andreas Arnold, technical cluster lead, CPE & Home Devices at Swisscom, said: “We were looking for a single solution that supports both our customer care and engineering teams by optimizing the Wi-Fi experience for residential users. We operate in a very competitive market and the quality of the customer experience is of paramount importance to us. The benefits of Nokia HAL align completely with our goal to continuously deliver superior experiences for our customers.”
Andy Fruhling, head of Customer Care and Operational Support Systems at Nokia, said: “As Swisscom’s preferred technology partner in customer experience management, we are committed to providing the latest technologies that will help them differentiate their service offerings. This is a clear indication of the growing importance of customer experience management within Swisscom as it continually seeks new ways to provide the best possible service to residential customers.”
