The move saves almost 30% of time needed to solve customer problems, and the time was measured through the vendor’s reporting suite for customer care, as part of the Nokia Performance Manager.
Nokia said the reporting suite is designed to create real time and long term data based on network performance, including network alarms and key performance indicators.
This overview is then presented on a dashboard and allows for customer care agents to pinpoint and resolve network issues.
“We aim to provide the best customer service of any operator in Denmark,” said Claus Nielsen, OSS senior developer at Telenor.
“The new Nokia Networks Performance Manager solution supports that aim and is already aiding us to deliver significantly better customer service levels. Plus, we are able to work more efficiently, which reduces our customer care costs,”
The solution covers 2G, 3G and LTE networks that are built with equipment from multiple vendors.
