Summary
As a global leader in telecommunications, Nokia must provide fast, reliable support to customers worldwide. But with growing demand and a 200-agent support team, maintaining availability and consistency became increasingly difficult.
By adopting CloudTalk’s Analytics-driven calling platform, Nokia transformed its customer support operation—gaining real-time visibility, improving responsiveness, and increasing productivity without compromising service quality.
The result: shorter wait times, more calls handled, and a data-driven support team built to scale.
About Nokia
Nokia is a B2B technology innovation leader in mobile, fixed, and cloud networking. Its customer support teams play a mission-critical role—supporting technicians and customers across regions where downtime and delays can have serious consequences.
To maintain high standards, Nokia needed a support solution that delivered reliability, transparency, and actionable insights across its global operation.
Problem
Supporting Customers Everywhere—Without Losing Efficiency
Nokia’s challenge was clear: deliver exceptional customer support regardless of location, while increasing availability on its support hotline.
The previous solution lacked:
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A centralized dashboard
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Real-time visibility into agent activity
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SMS as a follow-up channel
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Insight into why calls were missed or delayed
As a result, agents struggled to find information quickly, missed calls increased, and productivity suffered.
We didn’t have a centralized solution, and that made it hard to react quickly or understand what was happening across teams.
Nokia needed a flexible, data-driven platform that could improve both agent performance and customer experience.
Evaluation
What Nokia Needed From a Support Platform
To move forward, Nokia looked for a solution that could:
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01
Centralize support operations across teams and regions
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02
Provide deep analytics into agent behavior and call outcomes
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03
Reduce missed calls and wait times
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04
Improve productivity without adding headcount
Analytics became the deciding factor.
Solution
Turning Data Into Better Support Decisions
Nokia partnered with CloudTalk to build an intelligent, analytics-driven customer support operation.
Using CloudTalk Analytics, managers gained real-time visibility into agent performance, call handling, missed calls, and workload distribution—allowing them to identify inefficiencies and act immediately.
Now we have charts and can monitor and compare stats whenever we choose. We can immediately see discrepancies between agents and change the way we work.
Features like Call-back, Call Notes, and Call Tagging helped map the full customer journey, while SMS enabled more effective follow-ups—filling critical gaps left by the previous system.
Results
Higher Productivity, Faster Response Times, Better Experience
With CloudTalk in place, Nokia achieved measurable improvements across its 200-agent support team:
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10% increase in productivity
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38% more calls handled per month
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47% decrease in maximum waiting time
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Fewer missed calls and lower agent stress
Real-time monitoring helped Nokia adjust workflows, optimize ring times, and understand exactly why calls were missed—turning reactive support into proactive service.
With the new Analytics, I see every step of the way. These insights give us a much better understanding of how our teams are set up.
Takeaway
Why CloudTalk Works for Large Support Teams
For Nokia, CloudTalk became more than a calling tool—it became a decision engine.
By combining centralized operations with deep analytics, Nokia gained clarity into how support really works day to day—and how to improve it continuously.
As demand grows, CloudTalk enables Nokia to:
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Support more customers without sacrificing quality
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Empower managers with real insights
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Keep agents productive, focused, and less stressed
It’s a foundation built for scale, reliability, and smarter customer support.
