Nokia announced the expansion of its partnership with BT to provide its fixed network with the five-year AVA Analytics software, which will help British operators strengthen their network monitoring and improve their user experience through artificial intelligence and machine learning.
This transaction enhanced Nokia’s dashboard solution (“Homeview”) to provide BT with a real-time and comprehensive operator network view of call center agents, from individual users to devices, so as to quickly correct access and home problems and provide the best service on all telephone and digital channels.

Nokia’s AVA Analytics will provide BT with an automated workflow with in-depth analysis to improve operational efficiency and improve BT’s Net Promoter Score (NPS). NPS is a barometer that shows how likely a customer is to recommend a provider or service to another user.
Together with AVA Analytics, Nokia’s home device manager and service management platform enable BT’s approximately 6000 nursing agents to remotely manage more than 10 million WiFi connections, perform more than 100 million operations every day, and optimize the home broadband experience for BT’s customers.
Nick Lane, Managing Director of BT Consumer Customer Service, said: “Our expanded partnership with Nokia proves once again that we are committed to providing customers with the best experience by investing in artificial intelligence, analytics and other state-of-the-art technologies. Our partnership will help BT’s customer service agents provide the best service on all telephone and digital channels, and continue to make BT the only network capable of answering 100% of UK customers’ calls.”
Hamdy Farid, Senior Vice President of Nokia Business Applications, said: “Nokia AVA fixed network insight is a key component to help operators improve network diagnosis and troubleshooting processes, while reducing unnecessary manual repair. We are pleased to take our partnership with BT to a new level through this agreement.”