AVA - Fixed Network Insights

Telco customer experience challenge

Stc was looking to deliver a great customer experience for new and existing broadband customers by creating frictionless touchpoints across customer journeys, from activation to customer care.

The challenge was that they had a limited view of customer usage patterns and experiences which made it difficult to boost engagement, drive loyalty and minimize churn.
 

Fixed Network Insights: helping CSPs to analyze individual telco customer experience 

Nokia’s Fixed Network Insights helped the operator analyze individual customer experiences with 360 degree observability of target customer journeys in near real time. 

Instead of relying on manual analysis of limited KPI’s, the management team could now proactively identify detractors and areas of poor customer experience utilizing a customer experience index derived from applying machine learning (ML) models on a unified data management layer integrating touchpoints across device, network, billing and CRM.

As Pakistan Telecommunication Company Ltd (PTCL) grew its broadband subscriber base, its legacy infrastructure was making it difficult for field crews and customer service agents to understand and troubleshoot problems and respond to customers’ needs quickly and effectively.
 

How Nokia helped PTCL to empower telco customer care

To help PTCL teams with improved network observability, Nokia implemented the AVA Fixed Network Insights solution, including:

• AVA Network Analyzer – Copper to assess whether digital subscriber lines were providing the quality and stability needed to deliver high-speed internet and triple-play services
• AVA Network Analyzer – Fiber to determine whether PON and optical links were meeting quality-of-service requirements for the best broadband and fiber-to-the-home services

This was integrated with Nokia’s Service Management platform resulting in more than 11% improvement in on-call resolution and 20% reduction in repeat fixes.

How we helped POST Luxembourg with deep learning insights for access networks

POST Luxembourg was looking to improve the overall performance of its copper troubleshooting process and reduce OPEX through accurate diagnosis of impairments affecting the copper medium and intelligent troubleshooting recommendations. 
 

Nokia’s Fixed Network Insights: accelerating network root cause analysis and troubleshooting recommendations for networks

Nokia’s Fixed Network Insights powered by Bell Labs deep learning algorithms provided POST Luxembourg’s technicians with accurate capacity constraint predictions along with diagnostic insights and troubleshooting recommendations. These have been field-proven to accelerate root cause analysis and recommendation in 95% of the cases.

60-70% of customer broadband problems originate within the home environment with around 30-50% of helpdesk calls being WiFi related. 

How Fixed Network Insights helped Swisscom to address home Wi-Fi issues

AVA Fixed Network Insights has helped Swisscom combine analytics-based insights from home networks and connected devices to proactively address home Wi-Fi issues — in many cases, before the consumer is even aware of a problem.

With 90% first time right recommendations driving first call resolution (FCR) and self-care application usage, Swisscom has been able to decrease operating costs, increase customer satisfaction and reduce subscriber churn.