Pakistan Telecommunication Company Limited (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 customer care process and significantly reduces the time to resolve customer issues while improving accuracy.
Nokia SMP was deployed across all PTCL Contact Centers in Pakistan. The solution improves trouble prediction and resolution capability, while reducing customer service costs. The software is based on Nokia Bell Labs machine learning algorithms.
PTCL customers can now have an improved quality of experience across internet connectivity, IPTV and communications services. The solutions deployed provide remote diagnosis and troubleshooting of last mile issues, enhancing service quality and reducing customer service time and operational expense.
Moqeem ul Haque, Chief Commercial and Group Strategy Officer at PTCL, said: "We are committed to digitising our customer experience and reduce customer effort by meaningful customer interactions with higher on-the-spot resolution. This project has enabled us to re-design our workflows with increased effectiveness at a lower cost."