Customer Care Applications
Support omni-channel engagement across the customer care journey
Grow your omnichannel customer engagement
Manage customer care experiences across any channel and environment, including proactive and self-care, assisted, home, mobile, and field care. Nokia’s applications combine our industry-leading Service Management Platform (SMP) for machine learning based troubleshooting with network and device diagnostics and analytics that provide end-to-end visibility to pinpoint and resolve issues across devices, applications, networks, and back-office systems. Together, these capabilities lower customer and agent effort, reduce costs and improve end-user satisfaction regardless of channel or environment.
Simplify your assisted care, self-care, and field support operations with apps that combine service orchestration with service intelligence
Our Care and Support Applications simplify your assisted care, self-care, and field support operations. Combining service orchestration with service intelligence, these applications let you increase first-time fix rates and deliver effortless customer experiences across all touchpoints. This helps you improve customer service, decrease customer turnover, and reduce costs.
Make life simple for customer service representatives (CSRs), customers, and field technicians
Our total omnichannel care capabilities let you make easy-to-use service consoles and applications. These interfaces gather intelligence from many sources, including the network, devices, third-party applications, and back-office systems. They combine this intelligence with guided problem triage, troubleshooting, and resolution workflows. This combination reduces help desk call volume and handle times.
of customer retention is attributed to Customer Care
of all broadband tech issues required more than one support call
increase in subscriber churn by making a single call to customer call center
of subscribers would rather self-serve than call a service agent
of service problems are discovered when the subscriber calls the service desk