1. Customer Support Strategic Pillars
Shield
Protect R&D from field issues 1
Roll Out
Spearhead Product Introduction 2
Services Profitability
Timely Delivery of Service Automation Programs 3

2. Product development Customer Support / Network Engineering
Commercial Management
Customer Documentation
Product Management
Customer Support / Network Engineering
Network Management Development
System Architecture
System Testing
Network Elements Software Development
Network Elements Integration & Verification

3. Customer Support Organization: Network Engineering (NetEng)
Customer Support structure s
E2E Cloud Center
Telco Cloud system and troubleshooting expertise
Owning cloud strategy
Executive Customer Support (ECS)
ECS works closely with top customers to understand theirs needs and meet expectations
New Product Introduction (NPI)
NPI is responsible for fast, efficient and high quality introduction of new products
Customer Support Organization:
Technical Support
Product-specific help when problems arise in daily use of Nokia products
Network Engineering (NetEng)
Unique combination of Telco Engineers and Software Developers
NetEng drives evolution of networks based on innovative design concepts
NetEng provides:
dimensioning and configuration fundamentals and recommendations
product simulations

4. Customer Support / Network Engineering
Who we are?
telco
dev
E2E network understanding
Feature impact, performance, capacity
Teach about MN products
Desktop & web tools
JS / HTML5 / Python / PHP / Java / Scala
Most modern and advanced software solutions
Provide in-depth technical expertise for Radio and Core products and emerging topics such as IoT, Big Data or 5G
Deliver the state-of-the-art solutions to improve the product efficiency
Group of highly skilled and innovative people with various professional background

5. Knowledge representation
Network Engineering / Knowleadge Engineering
Addressing growing network complexity
Knowledge Engineering
The process of building intelligent knowledge-based systems, to provide solutions to real-world problems.
…collection, analysis and translation of knowledge from various human and data sources to create expert systems
Data
Information
Knowledge
Actions
Knowledge sources in NetEng example
Human experts, feature authors
R&D information, specifications
Simulations, analyses, dimensioning
Product intelligence, field experience
Decision support
Expert system
Knowledge collection
Knowledge representation
Knowledge management

6. Discovery tools – central Product Intelligence hub
Network Engineering / Product Intelligence
Discovery tools – central Product Intelligence hub
Network configuration analytics
CM reports/consistency checks
Feature Build distribution
Parameter usage distributions
Technical notes compliance tracking – predictive actions
Capacity analytics in maps
A comprehensive visual capacity analytics layer interconnecting areas of geolocation, CM and dimensioning
Performance benchmarking & monitoring
Other use cases
Feature activation status
Network overview reports

7. Data exploration and visualization
Customer Support / Network Engineering
Data exploration and visualization
Powerful data exploration tool based on web interface
Fully in-house built data visualization layer
Drag & Drop data exploration and creation of charts and dashboards via customizable widgets
Connection to various data sources
Possibility to upload own data and join different datasets
Fully expandable
Ultimate goal: Unassisted dashboarding by everybody, non-telco DB integrated, fact-based decision also by non-”data scientists”

8. Customer Support / Network Engineering