Swisscom will deploy Nokia’s Home Analytics solution (HAL) as it looks to improve the customer experience of its Wi-Fi base.
The vendor said its analytics-based solution allows operators to identify, troubleshoot and resolve problems and performance issues customers are having in their Wi-Fi networks.
By deploying the solution, Nokia said Swisscom will be able to increase its customer satisfaction levels and reduce churn through dealing with problems before customers are aware of them.
A trial of the technology exposed problems some of Swisscom’s customers were experiencing with their Wi-Fi network, which were caused by interference from other devices using the same frequency spectrum, poor IPTV performance due to backhaul and limited Wi-Fi coverage.
Swisscom said it would fully deploy the solution among its base by the end of this year.
Andreas Arnold, Technical Cluster Lead, CPE & Home Devices at Swisscom, said: “We were looking for a single solution that supports both our customer care and engineering teams by optimising the Wi-Fi experience for residential users. We operate in a very competitive market and the quality of the customer experience is of paramount importance to us. The benefits of Nokia HAL align completely with our goal to continuously deliver superior experiences for our customers.”
Yesterday Swisscom announced it had lost 4,000 broadband customers during the first quarter of this year, but its base has increased over the past 12 months to 1.99 million.