Pakistan Telecommunication Company (PTCL) has deployed Nokia automation, analytics and machine learning software to enhance the customer experience and improve customer service accuracy and efficiency.
Nokia Service Management Platform (SMP) automates and simplifies the entire customer care process, and significantly reduces the time to resolve customer issues while improving accuracy.

PTCL deployed Nokia SMP across all PTCL contact centers in Pakistan. PTCL’s customer service representatives will become more efficient with relevant information including guided resolution steps.

PTCL customers can enjoy a better experience as Nokia SMP constantly 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 have an improved quality of experience across internet connectivity, IPTV and communications services by using Nokia’s software solution.

PTCL and Nokia’s collaboration includes the already deployed Nokia Network Analyzer – Copper, as well as Nokia Network Analyzer – Fiber, to gather insights that provide remote diagnosis and troubleshooting of last mile issues, further enhancing service quality and reducing customer service time and operational expense.

“This project has enabled us to re-design our workflows with increased effectiveness at a lower cost,” Moqeem ul Haque, chief commercial and group strategy officer, PTCL, said in a statement.

Henrique Vale, head of Nokia Software for MEA, said: “This deployment provides several efficient tools that enhance PTCL’s customer service capabilities and the user experience across the board.”