List of Nokia Service Management Platform Customers
Since 2010, our global team of researchers has been studying Nokia Service Management Platform customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Nokia Service Management Platform for Customer Experience from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Nokia Service Management Platform for Customer Experience include: British Telecom, a United Kingdom based Communications organisation with 85300 employees and revenues of $26.83 billion, Du, a United Arab Emirates based Communications organisation with 2861 employees and revenues of $3.71 billion, Ptcl Pakistan, a Pakistan based Communications organisation with 20718 employees and revenues of $780.0 million and many others.
Contact us if you need a completed and verified list of companies using Nokia Service Management Platform, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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British Telecom | Communications | 85300 | $26.8B | United Kingdom | Nokia | Nokia Service Management Platform | Customer Experience | 2022 | n/a |
In 2022 British Telecom expanded its partnership with Nokia by deploying the Nokia Service Management Platform as part of a five-year Homeview agreement. The deployment targeted Customer Experience improvements for fixed-access services and provisioned a unified care and analytics stack to support 6,000+ care agents across the United Kingdom.
The implementation used Nokia Homeview components, including Home Device Manager, the Nokia Service Management Platform, and AVA Fixed Network Insights, to deliver a 360 degree view of customers. Functional capabilities implemented emphasize service management workflows, device lifecycle visibility, and fixed network analytics to support customer care triage and resolution processes.
Nokia Service Management Platform was integrated into BTs customer care and analytics stack for fixed-access operations, enabling agent-facing instrumentation and operational dashboards that feed network insight into case handling. The rollout focused on operationalizing first contact resolution and reducing unnecessary truck-rolls through combined device and network intelligence in the care workflow.
The Nokia press release dated December 14, 2022 explicitly links the Nokia Service Management Platform to BTs deployed customer care and analytics stack, noting outcomes reported by the parties including reduced truck-rolls, improved first contact resolution, and multi-million GBP OPEX savings.
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Du | Communications | 2861 | $3.7B | United Arab Emirates | Nokia | Nokia Service Management Platform | Customer Experience | 2018 | n/a |
In 2018, Du showcased the Nokia Service Management Platform as part of Nokia's Autonomous Customer Care portfolio at GITEX, presenting the Nokia Service Management Platform within the company-wide digitalization strategy. The public demonstration emphasized the Customer Experience application focus, positioning the platform to provide a unified operational view across Du's service footprint in the United Arab Emirates.
The implementation narrative for the Nokia Service Management Platform centers on delivering a single view of subscriber issues across mobile, fixed, broadband and IPTV, capabilities aligned with Customer Experience functionality. The showcased configuration emphasized cross-domain issue aggregation and correlation, automated incident routing and orchestration, and centralized subscriber case handling to streamline contact center workflows and field operations.
Operational integration in the demonstration was oriented across network and service domains, connecting service quality telemetry and customer engagement channels to a single management plane, consistent with Customer Experience deployments. The deployment scope described in the newsroom was event and subscriber centric, covering customer care and service assurance processes across Du's managed service types, without naming specific back end systems.
Nokia's newsroom describes the Nokia Service Management Platform as part of the demonstrated solution at GITEX, and the public account states objectives to reduce inbound calls and OPEX in the UAE. Wider production deployment beyond the showcase is inferred from the demonstration and Du's digitalization framing, but that broader rollout is not explicitly confirmed in the source.
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Ptcl Pakistan | Communications | 20718 | $780M | Pakistan | Nokia | Nokia Service Management Platform | Customer Experience | 2020 | n/a |
In 2020, Ptcl Pakistan implemented Nokia Service Management Platform to improve Customer Experience across its contact centers in Pakistan. The deployment ran in parallel with AVA Fixed Network Insights to deliver agents a single pane of glass for customer care and guided troubleshooting.
The implementation leveraged Nokia Service Management Platform capabilities for automated technical troubleshooting and guided resolution steps, consolidating case handling and guided workflows directly into the agent interface. Nokia Service Management Platform was used to automate portions of technical diagnosis and to present sequenced remediation steps to contact center staff.
Integrations centered on AVA Fixed Network Insights and the operator's CRM and customer care operations, enabling fault and network insight feeds to surface within case records. Operational coverage was across PTCL contact centers in Pakistan, with primary business functions impacted including customer care, technical support, and contact center operations.
Governance focused on standardizing agent troubleshooting workflows and embedding guided resolution steps into CRM processes to ensure consistent case handling. The Nokia case study explicitly credits the Nokia Service Management Platform with improving troubleshooting efficiency and reducing customer service costs.
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Buyer Intent: Companies Evaluating Nokia Service Management Platform
- Osler, Hoskin & Harcourt, a Canada based Professional Services organization with 1300 Employees
- Cineca, a Italy based Professional Services company with 212 Employees
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