“MTN recognises the growing importance of customer experience management as it seeks to differentiate itself and provide the best possible services to subscribers,” says Naveed Kashif, Nokia’s Account Leader for MTN Group, while confirming that Nokia will integrate its Customer Experience Management (CEM) software at MTN Nigeria.
According to Nokia, 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.
The company added that the operator will 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.”
Responding, Hassan El Chami, Chief Technology Officer at MTN Nigeria, said the company is confident that the partnership with Nokia will be invaluable in MTN’s ongoing effort to find new and more innovative ways to deliver superior experiences for its customers.