Nokia Home Analytics enables Swiss service provider to deliver a superior home Wi-Fi customer experience

Via Nokia

May 4, 2017

  • Nokia Home Analytics (HAL) delivers continuous improvements in the residential broadband service experience by combining analytics-based insights with a closed-loop optimization process

  • Enables service providers to transition to proactive customer care; allows them to quickly identify and resolve home Wi-Fi and other broadband issues

  • Delivers a superior customer experience, resulting in greater satisfaction and reduced churn

4 May 2017

Espoo, Finland - Nokia today announced that 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."

About Nokia Home Analytics

Unlike generic big data analytics solutions, Nokia HAL is specifically designed for broadband home network management. It offers built-in use cases for a broad range of home networking issues, enabling service providers to readily identify subscriber experiences in today's modern homes, delve into the factors driving these experiences and quickly resolve service issues. Key features include:

  • Standardized problem resolution use cases for most common home technologies and devices issues

  • Network- and subscriber-centric insights on experiences, detected home issues and device performance

  • Proactive support use cases and recommendations for Wi-Fi optimization and self-care support

  • Multi-dimensional** analytics and use-case **discovery

  • Highly scalable and customizable platform for future analytics needs

Nokia HAL gives service providers new levels of visibility into the condition and status of residential Wi-Fi networks. For example, based on initial trials it enabled Swisscom for the first time to identify a number of subscriber Wi-Fi issues, including decreased performance due to interference from devices sharing the same frequency spectrum, poor IPTV service quality due to required Wi-Fi backhaul improvements, and limited home Wi-Fi coverage.

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