Nokia to integrate CEM technology for MTN Nigeria
Nokia has confirmed it will integrate its Customer Experience Management (CEM) software at MTN Nigeria.
Naveed Kashif, Nokia’s Account Leader for MTN Group, said, “MTN recognises the growing importance of customer experience management as it seeks to differentiate itself and provide the best possible services to subscribers.”
In its quarterly update for the period ended 30 September 2017, MTN recorded a drop in the number of subscribers in markets including South Africa, Uganda, Nigeria and Cameroon, as well as an overall decrease of 0.7%.
The telco also announced organic revenue increases in key markets in Africa. MTN Nigeria reported an 11,2% increase in total revenue supported by data revenue growth of 72,1%, but conceded that digital revenue growth has been negatively impacted by the ongoing optimisation of VAS services.
The operator announced a 5.2% decrease in subscribers to its current level of 50, 3 million and the company has affirmed its intention to focus on increasing the SIM registration footprint.
According to Nokia’s statement, MTN Nigeria is the first service provider in the region to deploy Nokia Cognitive Analytics for Customer Insight (formerly CEM on Demand) with Nokia Service Quality Manager (SQM) software.
Nokia says the service provider will also leverage the global expertise of Nokia Analytics Office Services to facilitate its transformation to a customer-centric business. “It will enable MTN Nigeria to maximise the benefits of Nokia software, accelerate the transformation process and adopt new advanced capabilities, such as data science and automation.”
Hassan ElChami, Chief Technology Officer at MTN Nigeria, said, “We are confident that the partnership with Nokia will be invaluable in our ongoing effort to find new and more innovative ways to deliver superior experiences for our customers.
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