Case Study: Nokia boosts customer support productivity with CloudTalk

Increasing productivity  for Nokia’s 200 customer  support agents

Nokia, the global telecommunications and networking company, needed a better way to provide reliable customer support to users around the world while increasing availability on its support hotline. To solve this, Nokia turned to CloudTalk business calling software, specifically its centralized support and analytics capabilities.

With CloudTalk, Nokia implemented a more data-driven customer support operation using Analytics, Call-back, Call Notes, and Call Tagging to improve workflows and monitoring across 200 agents. CloudTalk helped Nokia increase productivity by 10%, handle 38% more calls per month, and cut maximum waiting time by 47%, leading to improved customer satisfaction and more efficient support operations.

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