Zubair Qureshi
Islamabad
PTCL has deployed Nokia automation, analytics and machine learning software to enhance the customer experience and improve customer service accuracy and efficiency.
Among the products rolled out are Nokia Service Management Platform (SMP), which automates and simplifies the entire customer care process, and significantly reduces the time to resolve customer issues while improving accuracy.
According to a press statement issued Wednesday, Nokia SMP has been deployed across all PTCL contact centers in Pakistan. With this, customer service representatives are more efficient with all relevant information including guided resolution steps – now available on a single pane of glass.
PTCL customers can now enjoy a better overall experience as Nokia SMP constantly keeps improving trouble prediction and resolution capability, while reducing customer service costs. The software is based on Nokia Bell Labs machine learning algorithms.
Moreover, PTCL customers can now have an improved quality of experience across internet connectivity, IPTV and communications services by using Nokia’s software solutions.
According to the statement, PTCL and Nokia’s collaboration includes the already deployed Nokia Network Analyzer – Copper, as well as Nokia Network Analyzer – Fiber, to gather insights that provide remote-diagnosis and troubleshooting of last mile issues, further enhancing service quality and reducing customer service time and operational expense.
