BT Group PLC (LSE:BT.A) has expanded its partnership with Nokia agreeing a five-year deal for its AVA Analytics software for fixed networks.
The Finnish telecoms giant said the deal will help the UK telco “strengthen its network monitoring through AI and machine learning, and improve its subscriber experience.”
In a statement Nokia said the agreement enhances its Homeview product enabling BT to give its call centre agents a real-time, full view of the operator’s network, in order to quickly correct access and in home issues.
Nokia’s AVA Analytics will provide BT with the use of automated workflows with deep analytics to deliver operational efficiency improvements and boost BT’s net promoter scores, it said.
Along with AVA Analytics, Nokia’s Home Device Manager and Service Management Platform will enable BT’s roughly 6,000 care agents to remotely manage over 10mln WiFi connections.
Nick Lane, managing director for Consumer Customer Services at BT, said: “Our expanded partnership with Nokia is another demonstration of our commitment to providing the best customer experience by investing in AI, analytics, and other state-of the-art technology.”
Hamdy Farid, senior vice president, Business Applications at Nokia, said: “We are very pleased to be taking our partnership with BT to the next level with this agreement.”
In 2020 BT chose Nokia to replace equipment from the controversial Chinese firm Huawel across its network with antennae and masts.
It already supplied the UK telecoms group with 3G equipment and this deal meant it replaced Huawei in the group’s 2G, 4G and new 5G systems as well.