Nokia Home Care

Release 18

Nokia Home Care builds a better customer experience around the connected
home. It enables communications service providers (CSPs) to execute on an
omni-channel customer experience management (CEM) vision that combines
device management and service activation with comprehensive customer care
and analytics, across all customer care channels.

Nokia Home Care simplifies your Figure 1. Nokia Home Care combines device management,
assisted care, self-care, proactive service activation and analytics
care and field support operations.
Combining service orchestration with
service intelligence, these applications
let you increase first-time fix rates and
deliver effortless customer experiences
across all touchpoints. With Nokia
Home Care, you can reduce costs while
delivering a superior connected home
experience that inspires customers to
stay loyal and spend more.

Figure 2. Nokia Home Care uses the Nokia Wi-Fi Expert

Solution to optimize the in-home Wi-Fi experience

1 Solution sheet
Nokia Home Care
Key features
• Customer self-support enablement
• Help desk agent enablement
• Proactive care enablement
• End-to-end visibility and control of the home
network, connected devices and home services
• Automated and standardized problem resolution
workflows
• Multi-vendor customer premises equipment (CPE)
support for home networks and access points
• Real-time analytics recommendations taking
historical telemetry into account to drive self-
care, assisted care, field care and proactive
care actions
• Action engine determines the next best action,
taking into account success and failures of
historical troubleshooting actions
• Proactive care and self-optimization on the same
architecture, leveraging common reporting,
common atomic configuration operations
Key benefits
• Lowers help desk call volume by empowering
customers with self-service technologies that
enable them to engage directly with their CSP
through self-care clients, apps, and portals
• Improves first-time installation success rates
and reduces support calls with guided activation
and out-of-the box auto configuration of
CPE and the home network
• Reduces help-desk calls and proactively
eliminates need for on-site visits with powerful
insights that invoke workflows designed to
uncover many common home issues before
subscribers are impacted
2 Solution sheet
Overview
Your customers demand a richer and simpler
connected home experience that makes it easy
for them to access, consume and get support
for services from their home network and
connected devices.
To optimize the connected home experience,
you need to understand and address it from the
customer’s perspective. For customers, the home
is the network and 70-80% of the customer
calls on service quality are related to home and
access connectivity. The home network is an
environment that promises compelling new smart
home experiences. But it’s also one that constantly
presents new complexities and challenges. The key
to satisfying customers is to take on each of these
challenges with a customer experience vision that
spans devices, applications, services and the end-
to-end network connectivity.
The home has become an extension of the
operator’s network, offering new ways to support
and engage customers. Nokia Home Care offers
self-care clients, applications and portals that make
it easy for your customers to access, consume
and get support for services from their home-
connected devices. Its advanced analytics let you
create personalized offers that drive new services
adoption and increase revenue.
Your customers want a simple and consistent
experience that spans every connection. You want
to reduce costs by streamlining support processes.
Nokia Home Care helps you deliver on both by giving
you an end-to-end view of the connected home
experience. It provides automated diagnostics and
troubleshooting that pinpoint and resolve common
broadband issues. It complements this automation
with applications that empower both with customer
service representatives (CSRs) and consumers to
solve a wider range of problems.
Nokia Home Care
Network and service reliability influence customers’
perceptions of your brand. Nokia Home Care
boosts these perceptions by fixing problems before
customers notice them. Working proactively, it
analyzes data from numerous sources and triggers
workflows to correct emerging network connectivity,
Detailed features
Figure 3. Nokia Home Care Architecture – Analytics-driven care
HDM
Trigger
channel
change
Home analytics
KPI
Wi-Fi interference KPI
calculated every 24 hours
Interference from neighboring APs
• Enables consumers to self-troubleshoot and
self-validate their home network configuration,
settings and services in online and offline
scenarios
• Makes it simple for consumers to access,
consume, and get support for services directly
from their preferred home-connected devices
• Pinpoints problems that affect the customer
experience by consolidating, analyzing and
correlating data from devices, applications,
services and the network
• Empowers CSRs with a unified console interface
and a streamlined toolset for diagnosing,
troubleshooting and resolving problems
3 Solution sheet
device configuration, service performance and
quality of service (QoS) issues. This proactive
approach reduces call drivers and truck rolls, helping
you lower operating expenses while improving
customer satisfaction, reducing churn, and
increasing your Net Promoter Score (NPS).
Send appropriate action via
HDM to CPE to change channel
Business process flow
SMP
Pull pending recommendations
Recommendations
Proactive Wi-Fi channel
reselection
recommendation
• Offers an open framework that can integrate with
existing business and operations support systems
(B/OSSs) to collect and evaluate back-office
system information
• Reduces average handle time (AHT) and increases
first call resolution (FCR) by guiding CSRs and
customers through diagnosis, troubleshooting
and resolution processes
• Reduces complexity with templates that use
predefined user interfaces, workflows and data
source adapters to address top call drivers
• Performs periodic health checks on home network
devices and services to proactively resolve issues
pertaining to home network connectivity, device
configurations, performance, and QoS
Nokia Home Care
• Capable of dealing with the real world
complexities of home networks with access points
from multiple vendors (single/dual band, gateway
versions, firmware, PLC-Wi-Fi extenders, …)
• Support for managed and non-managed
Wi-Fi access point topology discovery and
troubleshooting
• Captures and analyzes data from multiple sources
and trigger actions to identify and resolve both
emerging issues as well as issues caused by home
network and device misconfiguration
• Workflow builder software development kit
(SDK) for self-care, assisted care, field care
and proactive care
Nokia related products
• Nokia Connected Device Platform
• Nokia Customer Service Console
• Nokia Field Technician Console
• Nokia Self-Care App
• Nokia Service Management Platform
• Nokia Small Cell Care and Provisioning
• Nokia Wi-Fi Expert Solution
• Nokia Home Analytics
Learn more
Nokia Home Care is an integral component of the
Nokia Customer Care portfolio. Customer Care
lets you consolidate your device management and
customer care activities across fixed and mobile
services. It helps you reduce OPEX and total cost of
ownership (TCO) while providing experiences that
secure customer loyalty and boost your NPS.
With more than 10 years of experience, Customer
Care has been successfully managing over
1.5 billion devices for more than 300 service
providers worldwide in mobile, fixed, cable, MVNO
and IoT environments. Customer Care has the
largest device library in the market, recognizing
80,000 device models, for better device coverage
in communications service providers’ networks.
Customer Care also supports automatic device
configuration for more than 15,000 device models
from hundreds of the world’s top device/technology
manufacturers.
Customer Care delivers the best in customer
experience with award-winning solutions that have
delivered over €2B cost savings to our top ten
customers. We are the global leader in home, mobile
and IoT device and service management solutions
that simplify provisioning and care processes.
Our Customer Care solutions support:
• More than 1.5 billion devices for 300 customers
• Approximately 1 million CSRs
• More than 2.5 billion workflow executions
per month
• More than 10 million self-service sessions
per month
Learn more about the Customer Care portfolio at:
http://networks.nokia.com/portfolio/solutions/
customer-care

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mentioned herein may be trademarks or trade names of their respective owners.

Nokia Oyj
Karaportti 3
FI-02610 Espoo
Finland
Tel. +358 (0) 10 44 88 000

Product code: SR1804025042EN (May) CID200592

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