Nokia runs a 200-agent global support operation where speed and visibility aren’t optional — they’re mission-critical. Without a centralized platform, managers had no way to monitor agent performance in real time, missed calls went unexplained, and productivity suffered. With CloudTalk’s analytics-driven calling platform, Nokia gained full visibility across its support operation. The result: 47% shorter maximum wait times, 38% more calls handled per month, and a 10% increase in productivity — without adding headcount.
About Nokia
Nokia is a global B2B technology leader in mobile, fixed, and cloud networking. Its products and services power critical infrastructure for carriers, enterprises, and governments worldwide.
Customer support is central to that mission. Nokia’s support teams assist technicians and customers across regions where downtime carries serious consequences. Maintaining fast, consistent service at that scale demands more than good people — it demands the right systems.
Problem
Flying Blind Across a 200-Agent Team
Nokia’s support operation had a structural problem: no single view of what was happening.
Managers couldn’t see agent activity in real time. There was no centralized dashboard, no visibility into why calls were missed or delayed, and no SMS channel for follow-ups. When something went wrong, it was hard to know until after the fact.
We didn’t have a centralized solution, and that made it hard to react quickly or understand what was happening across teams.
The result was predictable. Missed calls piled up, agents struggled to find information quickly, and productivity suffered across the board.
Evaluation
What Nokia Needed Before Anything Else
Nokia needed a solution that could do four things: centralize support operations, surface analytics on agent behavior and call outcomes, reduce missed calls and wait times, and improve productivity without adding headcount.
Analytics became the deciding factor. The team needed to move from reactive firefighting to proactive management — and that required data.
Solution
Real-Time Visibility, From the First Call
Nokia partnered with CloudTalk to build an analytics-driven support operation across its 200-agent team.
Using CloudTalk Analytics, managers gained live visibility into call handling, agent performance, missed calls, and workload distribution. For the first time, they could spot a problem and act on it 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 Notes, Call Tagging, and call-back allowed the team to map the full customer journey. SMS filled the gaps that voice alone couldn’t cover.
The platform also gave Nokia tools to optimize at the operational level — adjusting ring times, redistributing workloads, and understanding exactly why calls were missed.
Results
The Numbers That Changed How Nokia Supports Customers
Once the platform was live, the impact was measurable across every key metric:
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10% increase in productivity across the support team
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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 reduced agent stress
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.
Real-time monitoring let Nokia move from reacting to problems to preventing them — adjusting workflows before small issues became big ones.
Takeaway
For Nokia, the shift wasn’t just operational. It was structural. CloudTalk gave a large, distributed support team the visibility to manage itself intelligently — fewer missed calls, better-informed agents, and managers who could finally see the full picture.
