Nokia announced its five-year deal with BT for the deployment of its AVA Analytics software for fixed networks that will help the UK operator strengthen its network monitoring through AI and machine learning, and improve its subscriber experience.
BT Group’s capital expenditure was £2,613 million for the half year to 30 September 2022, mainly driven by increased Openreach investments in fixed network build and connections. BT Group’s fixed access subscription revenue was £4,435 million driven by £2,096 million from Consumer, £839 million from Enterprise, £139 million from Global and £1,361 million from Openreach.
The deal enhances Nokia’s dashboard solution (Homeview) for BT to give its call center agents a real-time, full view of the operator’s network, from individual subscribers to devices, in order to quickly correct access and in home issues, and provide the best service across all its phone and digital channels.
Nokia’s AVA Analytics will provide automated workflows with analytics to deliver operational efficiency improvements and boost BT’s net promoter scores (NPS).
Nokia’s Home Device Manager and Service Management Platform enables BT’s 6,000 care agents to remotely manage over 10 million WiFi connections, with more than 100 million actions taken each day to optimize the home broadband experience for BT’s customers.
“Our partnership with Nokia will help BT’s customer service agents provide the best service across all phone and digital channels and continue to make BT the only network to answer 100 percent of customer calls in the UK,” Nick Lane, Managing Director for Consumer Customer Services at BT, said.
“Nokia AVA Fixed Network Insights is a critical component to help operators improve network diagnosis and troubleshooting processes, while reducing unnecessary manual fixes,” Hamdy Farid, Senior Vice President, Business Applications at Nokia, said.