Service Management Platform

Release 23

The Nokia Service Management Platform is an omni-channel workflow solution

for Telco customer service. It uses Bell Labs machine learning driven workflows
to solve customer issues faster. The Service Management Platform enables
market proven use cases across home, mobile and field care channels and is
helping service providers around the world improve satisfaction, build brand
loyalty and reduce OPEX.

The Service Management Platform is the cornerstone of successful omnichannel customer care
solutions for home, mobile, Internet of Things (IoT) and enterprise devices and services across the
globe. It helps companies adopt care processes that deliver the highest possible customer
satisfaction at the lowest possible cost. The Service Management Platform is the choice of CSPs
seeking to give customer service representatives (CSRs), technicians and customers solutions that
help drive loyalty and generate fast ROI.

• Dynamic Intelligent Workflows that drive

Key features actions with highest predicted resolution for a
customer at the time they call or use self-care
• Fully configurable, extensible and customizable • Proactive Care using automated processes
Customer Service Portal for call center agents, which execute. Prescriptive workflow actions
including pre-built dashboard containing driven by recommendations from Nokia Fixed
technical troubleshooting widgets, detailed Network Insights
omnichannel customer troubleshooting history, • The Nokia Intelligent Care Assistant is available
and customer-centric network map highlighting as an optional module to provide call center
device diagnostics and available device integration with Salesforce.com.
operations • Robust integration framework that enables:
• Service Portal Framework and Site Builder tool – New data source adapters for underlying
for creating custom care portals for IoT systems to gather the information required
operations, enterprises, and other care by models
applications – Multiple tools for development of Service
• Drag-and-drop interface that makes it easy to Operations for OSS/BSS integrations,
build and deploy advanced interactive and including Model Builder and Overlay Builder,
business process workflows and Node-RED which enables integrations
without the need for writing code

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Key benefits Detailed features
• Optimizes customer experience with analytics-
driven Proactive Care workflow execution to Customer Service Portal
resolve problems before they affect customers • Reference Customer Service Portal
• Implements an omni-channel solution for implementation designed by Nokia UX
workflow-guided troubleshooting in which the professionals in consultation with Telecom call
multiple care channels are aware of the tasks center agent users
that have been performed in other channels, • Agent dashboard designed for efficiency and
lowering customer and agent effort. ease of customization
• Increases first call resolution (FCR) and reduces – Account information widget provides a
average handle time (AHT) by offering guided concise, targeted summary of the
problem triage, troubleshooting and resolution subscriber’s account
workflows to call center representatives (CSRs), – Heath check widget provides a summary
subscribers and field technicians seamlessly result of automated diagnostics of the
across multiple channels, including interactive subscriber’s home network and fixed or
bot channels such as Facebook Messenger and mobile services
Amazon Alexa – Troubleshooting widget to organize and
• Provides common care process automation for launch troubleshooting workflows
all devices and all services across all channels— – Speed test widget to test subscriber’s
call center, self-care, the field workforce and home broadband upload and download
third-party applications can utilize normalized speed
APIs without the need to have knowledge about – Network map widget shows a health
underlying systems or devices. summary of the network from the
• Reduces IT and care costs with agile and easy subscriber’s perspective; ISP service, CPE,
service modeling and UI development for home network, and user devices
advanced service troubleshooting and – History widget provides a concise
management logic across key elements of the omnichannel summary of the subscriber’s
existing service delivery ecosystem. troubleshooting sessions
• Offers pre-built care “enablers” which reduce – Agent can enter and save categorized
the time to market to deploy service notes for the current subscriber session
management applications by allowing flexible – Wi-Fi history widget provides graphical
creation and customization of end-to-end care representation of connection quality and
use cases. coverage over time
• The as-a-Service delivery model provides the
• Health check panel shows detailed diagnostics
lowest time to market and lowest total cost of
results, to guide the CSR on how to proceed in
ownership. Always be on the latest version with
troubleshooting and resolving the subscriber's
zero effort.
issue
• Cloud native architecture enables deployment
• Network map page shoes a detailed map of the
in public and private clouds and support for
customer home network, so that the CSR can
DevOps.
understand exactly where there are issues
impacting the customer, and can launch device
operations for specific subscriber devices
• History page provides a detailed summary of
past troubleshooting sessions, including the
actions taken and the problems found and
resolved

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Service Portal Framework • Lowers customer effort to integrate APIs with
OSSs/BSSs for end-to-end service
• The Service Management Platform provides a management
Service Portal framework for development of • A Node-RED tool allows Service Operations to
customer care and operations portals be built using a graphical tool without the need
• Provides a framework using react.js and library for software coding.
of UI components to create and customize • API gateway provides features for API
portal sites and widgets translation and throttling.
• Site Builder tool to define the portal sites and
widgets
Workflow Builder
– Configure branding, logos, color, icons for
portal sites and widgets • Intuitive, drag-and-drop GUI for the creation,
– Define role-based access control of sites testing and deployment of customer care and
and widgets service troubleshooting workflows, and
– Upload portal site definitions to the Service business process workflows
Management Platform along with the care • Out-of-the-box palette of Flow Control,
application content Control Transfer, Display and Device/Service
Operation objects
• Automatic discovery of device and service
Solution Enablers operations created in the Service Management
• The Service Management Platform comes pre- Platform
integrated with other Nokia software • Instantiation of customer support and guided
applications to keep project timelines as short troubleshooting processes into interactive
as possible and enables reuse of Nokia’s workflows across various channels, such as
expertise in various domains: assisted and self-care, and field technicians
– Leverages Nokia’s Fixed Network Insights • Easy creation of complex service models that
product to expose KPIs, KQIs & combine device and system configurations and
recommendations into the customer care dependencies with business logic to execute a
process task, function or operation, such as service
– Uses Nokia’s Network Analyzer for an activation, problem diagnosis or remediation.
efficient diagnosis of the access network
– Integrates with Nokia’s IMPACT & HDM Dynamic Intelligent Workflow
platforms for providing visibility into the
• Automatically adapts to changes impacting
home network
guided troubleshooting, such as the
– Provides home network and cellular
introduction of new devices and firmware
troubleshooting for mobile service
versions which can require different
providers Fixed Wireless Access (FWA)
resolutions. This feature is based on Bell Labs
• It can be pre-integrated with Salesforce Service machine-learning algorithms.
Cloud for case management • Pocket of Flexibility enables the specification of
a section of workflow for which the execution
Integration Framework path is determined at runtime to solve a
• Integrated data aggregation layer and customer issue in the shortest possible time
integration framework to handle • Next Best Action engine selects the next best
communication with a multitude of southbound action to execute (based on historical data) by
systems, which separates the development of choosing activities in the Pocket of Flexibility
integration components from the care process that have the highest probability to resolve a
customer problem or fill a request in the
shortest time

3 Nokia Service Management Platform

Campaign and Event Manager • CRM case management with Salesforce service
cloud
• Campaign and Event Manager continuously • Next best action workflows across technology
listens for real-time events sent by external domains and channels
systems via Kafka or other pluggable interfaces • Proactive workflow execution and
and is pre-integrated with Nokia Fixed Network recommendations
Insights. • Networks and device insights including network
• Event types are mapped to corresponding map and health checks
Business Process workflow actions in the
Campaign Manager UI, whereby the actions are
scheduled to execute as daily campaigns.”
• Campaign execution and performance can be
Technical specifications
monitored, measured, and controlled to ensure
subscribers are receiving expected benefits. Deployment options
• As-a-Service (fully Nokia managed)
Automated Test Framework • Traditional deployment on bare metal servers
• Traditional deployment on virtual machines
• Enables workflow developers and project teams
• Containerized deployment on bare metal
to automate testing of workflow projects,
servers using Nokia Container Services
avoiding time-consuming manual testing and
• Containerized deployment on OpenStack, AWS,
improving quality
or VMware using Nokia Container Services, AWS
EKS, Red Hat OpenShift Cloud Platform or
Intelligent Care Assistant (for other third-party container services
Salesforce)
Nokia’s Intelligent Care Assistant is a pre- Platform requirements
integrated offering that combines Service • Red Hat Enterprise Linux 8
Management Platform capabilities with the
Salesforce Service Cloud. Key capabilities
include:

About Nokia
At Nokia, we create technology that helps the world act together.
As a B2B technology innovation leader, we are pioneering the future where networks meet cloud to realize the full
potential of digital in every industry.
Through networks that sense, think and act, we work with our customers and partners to create the digital services and
applications of the future.

© 2023 Nokia
Nokia OYJ
Karakaari 7
02610 Espoo
Finland
Tel. +358 (0) 10 44 88 000
Document code: CID200420

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