November 28, 2016, Espoo, Finland - Nokia recently announced a major upgrade to its Nokia MoTIve Customer eXperience SoluTIons (CXS) software portfolio, which provides communications service providers with an upgraded solution Advanced machine learning capabilities to reduce costs and enhance the customer experience.
The Nokia Motive Service Management Platform (SMP) version 7.0 and Motive Care Analytics (CAL) version 2.0 use advanced machine learning algorithms developed by Nokia Bell Labs to eliminate the need for computers to be explicitly programmed. Have the ability to learn. Nokia's CXS portfolio supports machine learning capabilities and is committed to setting new standards for active service in the industry, enabling operators to significantly improve their ability to detect, troubleshoot and resolve customer issues.
Nokia Motive SMP version 7.0 features dynamic, intelligent workflow capabilities. This new self-optimizing system can identify ideal task sequences and solve billing, subscription and network service problems in the shortest possible time and with the highest probability. When a customer calls a service desk agent or uses self-service, the operator can use this function to quickly find the optimal repair solution by analyzing the data of previous workflow execution status, network, client device and ticket.
Nokia Motive CAL version 2.0 is the first solution that automatically correlates customer service desk calls and self-service with networks, services, and third-party application topologies to determine unusual calls. An abnormal call refers to an abnormal mode that occurs in a service desk call. The service station call can determine the network location and related service problems affected by the customer. After identifying an abnormal call, Motive CAL initiates the operation through Motive SMP, transfers the call to the IVR system and initiates an OSS alarm correlation function that can quickly locate and identify the fault, thereby addressing service interruptions and other issues, and preventing problems from magnifying.
Motive SMP version 7.0 and Motive CAL version 2.0 can help operators reduce costs, reduce service desk average processing time by 5% to 15%, and reduce unnecessary on-site service (dispatching technicians to customer locations, generally related to network disconnection) Up to 90%. In addition, these two products can help service providers reduce the number of service desk calls caused by network disconnection by 85%, thereby improving customer satisfaction and reducing customer churn.
Bhaskar Gorti, President of Nokia's Application and Analytics Business Unit, said: “Because service interruptions typically occur in the access network of client devices, they are often difficult to identify. Traditional customer service can only solve a small part of the problem and step-by-step troubleshooting. And the elimination process is time consuming and can lead to customer dissatisfaction and even the risk of losing business. By taking network problem detection and simplifying service desk and self-service interaction as early as possible, these new Nokia solutions can not only reduce IT and service costs. And it helps to increase customer satisfaction and loyalty."
Sheryl Kingstone, Director of Research, Business Applications at 451 Research, said: "Reducing the complexity of customer service, providing a personalized experience and introducing self-service are key to maximizing customer satisfaction and increasing Net Promoter Scores. Embedded machine learning capabilities in customer service offerings enable operators to deliver relevant, interactive customer experience experiences in new communication channels that are essential to success in today's digital world."
Nokia Motive SMP and Motive CAL are based on Nokia's leading customer service solutions such as Motive Home and Access Analytics, enabling operators to identify and resolve issues before the customer experience is impacted. The latest version of Motive SMP and Motive CAL solutions based on Nokia Bell Labs' machine learning algorithms represents Nokia's first step in bringing autonomous support to digital service processes.
Nokia Motive SMP 7.0
Nokia Motive SMP version 7.0 delivers a customer experience platform for home, mobile and enterprise devices and services, enabling operators to introduce advanced service processes to achieve the highest levels of customer satisfaction at the lowest cost. In addition, Motive SMP is an important part of an agile omni-channel customer experience strategy that lays the foundation for service management deployment.
Key features of Motive SMP version 7.0:
With the “Dynamic Smart Workflow†feature, you can use the best forecasting solution when customers call or use self-service
With omni-channel service modeling and business logic management capabilities, it not only provides unified and relevant content for different audiences, but also provides a consistent user interface across channels and devices.
Easy to build and deploy advanced workflows with a drag-and-drop interface
A robust integration framework that supports the underlying system to collect the information needed for the model's new data source adapters, end-to-end service management across operational support/business support systems, and predictive workflow execution
Motive SMP is able to continuously improve and flexibly introduce new business and technology processes, enabling customers to avoid lengthy IT cycles while implementing new features. Running updates to business logic can reduce the time it takes to introduce new logic to the network. "Dynamic Intelligent Workflows" use machine learning to automatically update logic at runtime, further simplifying the process.
Nokia Motive CAL 2.0
By optimizing workflow management, Motive CAL analytics solutions reduce call center operational costs and improve customer service.
Some problems were originally difficult to detect through the operational support system, but the new Call Anomaly Detection feature automatically monitors and detects problems. Such issues include "last mile" issues in xDSL and fiber networks, mobile service issues, customer terminal equipment issues, service issues affecting IPTV, high-speed Internet and broadband service packages, and third-party application issues.
"Call Anomaly Detection" uses a real-time statistical algorithm to identify abnormal behaviors in the call center's regular incoming calls. Once an anomaly is detected, Motive CAL triggers Motive SMP to perform an active workflow.
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