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US Cellular Taps Big Data to Improve CX for Mobile Customers

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US Cellular Taps Big Data to Improve CX for Mobile Customers Image Credit: U.S Cellular

U.S. Cellular and Nokia announced that they are working together on a transformative intelligent operations system to better predict and determine network performance to enhance the wireless customer experience.

By combining Nokia's advanced analytics and a variety of "smart" data sets, U.S. Cellular said it will be able to further ensure that its network is tuned to accommodate the rapidly-changing usage patterns of wireless users.

With installation currently in motion, the two companies are targeting to implement this solution for U.S. Cellular's engineering organization in the second quarter of 2018, with additional roll-outs planned through the rest of next year. 
The new system leverages several products from Nokia's Customer Experience Management portfolio, including Nokia Cognitive Analytics for Customer Insight, a machine learning-powered application that provides a complete view of customer satisfaction, revenue, and device and network performance.

By providing insights from a combination of network performance and customer usage data, this new solution will enable U.S. Cellular to proactively resolve issues caused by unusual network activity, and/or more efficiently plan cell site and small cell build-outs. Network interruptions trigger automatic actions, alerting Network Operations teams to enable accurate responses to resolve network issues with the highest customer impact, while setting network parameters by location to optimize the services customers use most. 

In addition, Nokia Analytics Office Services will help U.S. Cellular maximize the benefit of Nokia's solutions, including the ability to unlock new revenue opportunities by providing a better understanding of customer needs based on customer experience insights. 

Michael S. Irizarry, EVP and CTO, U.S. Cellular
Using Nokia's innovative technology, this system will revolutionize the way we apply our various network data inputs to gain insights, predict outcomes and align resources to directly impact how our customers experience our network.

Bhaskar Gorti, President, Nokia 
By providing a complete view of the factors impacting network performance and the customer experience, new levels of intelligence, and actionable insights, our Cognitive Analytics software will bolster U.S. Cellular's ability to deliver world-class digital services that will delight its customers.

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at)thefastmode.com, or reach him on LinkedIn, Facebook 

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