News : Safaricom Uses Nokia Customer Experience Management to Improve Services
Nairobi, Kenya, July 14, 2016 -- Safaricom, an integrated telecommunication service provider in East Africa, is improving services for its subscribers in Kenya, thanks to Nokia’s Customer Experience Management on Demand.
With help from Nokia, Safaricom now uses big data technology to derive real time insights from network, customer and revenue touch points. With the insights, Safaricom is better able to provide proactive customer care, resolve network issues and prioritize capital expenditures.
Safaricom uses Nokia CEM on Demand to derive insights on voice, SMS and M-PESA* traffic.
The solution was deployed within 12 months with a pilot up and running in the first six months in the western region of Kenya.
"We differentiate Safaricom with our customer-centric approach, so our investments in CEM are important. With Nokia CEM on Demand, we now have one customer experience management solution for the company," Bob Collymore, CEO, Safaricom said in a statement.
Posted by Veronica Silva Cusi, news correspondent
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About Safaricom Limited:
Safaricom, Ltd is a leading mobile network operator in Kenya. It was formed in 1997 as a fully owned subsidiary of Telkom Kenya. In May 2000, Vodafone group Plc of the United Kingdom acquired a 40% stake and management responsibility for the company.
Nokia Corporation is a Finnish multinational communications corporation that is headquartered in Keilaniemi, Espoo, a city neighbouring Finland's capital Helsinki. Nokia is engaged in the manufacturing of mobile devices and in converging Internet and communications industries, with 128,445 employees in 120 countries, sales in more than 150 countries
Published: Monday, July 18, 2016