Since 2015, EE have partnered with Metricell to provide innovative software solutions to improve experiences for their customers and to support their internal teams.
Originally intended to reduce inbound call volumes to call centres, NEST has evolved into a comprehensive digital ecosystem to proactively manage customer experience through advanced, real-time network insight and self-service capabilities.
NEST is accessible to customers via the EE website, the MyEE mobile app and EE’s IVR system. The solution includes a web-portal used by the customer service team at EE and the MVNOs (e.g., Asda Mobile, Plusnet) that use EE’s network infrastructure.
EE and Metricell have worked in close partnership to meet the evolving demands of customer service. While the original objective focused on reducing inbound call volumes by introducing digital-first support journeys, the scope of the collaboration has significantly expanded. Today, customers can check the operational status of the EE network through the website, mobile app, and IVR system. For those who prefer to speak with an agent, EE’s support teams are equipped with real-time network data, allowing them to resolve queries quickly and effectively.
This ongoing collaboration has resulted in a robust digital service platform that not only enhances customer satisfaction and reduces operational costs, but also positions EE at the forefront of digital transformation in the telecoms industry. The continued development of the NEST platform has been shaped by several key priorities: improving user experience across EE’s customer base, providing market-leading network data visualisation tools, maintaining a flexible and adaptable software solution that evolves with business needs, and supporting cost efficiency without compromising service quality.
The NEST platform has continuously evolved to meet changing customer expectations, technological advancements, and the dynamic nature of the telecoms industry. Now a custom-built ecosystem supporting one of the UK’s largest mobile network operators, NEST has processed over 20 million customer checks to date.
Its development has introduced a range of enhancements, including improved digital self-care tools such as a public-facing network status page, in-app diagnostic assessments that feed data directly into the platform, and IVR-integrated troubleshooting designed to reduce unnecessary call volumes and improve customer satisfaction. Customers can also register for automated alerts related to planned maintenance or live network issues.
For EE’s support teams, NEST provides a web-based portal that offers real-time access to network and customer data, enabling more effective and informed service. Additionally, the IVR system has been enhanced to detect issues based on the caller’s billing address and deliver personalised information without agent intervention.
By bringing together multiple data streams including network performance and customer activity into a single interface, NEST enables EE to deliver proactive, data-driven customer support at scale.
Tech support NPS increase following the introduction of the NEST ecosystem. (+5 to +38)
Network NPS increase following the introduction of the NEST ecosystem. (0 to +15)
Monthly cost savings due to the reduction of call volumes to EE’s customer service call centres.
Improvement in FCR (first contact response) and PTC (propensity to call) KPIs for call centre teams.
EE, part of the BT Group, is one of UK’s largest subscription businesses which is backed by the UK’s biggest and fastest mobile network. EE offers superfast connections in more places than any other operator and has consistently led the industry in network innovation and speed. The company owns and operates its own 2G, 4G, and 5G networks, delivering mobile and broadband services to millions of customers across the country.
EE remains the only mobile provider to answer 100% of customer calls in the UK and Ireland and was recognised as the UK’s Best Large Contact Centre by the UK Customer Experience Awards 2018 and Welsh Contact Centre Awards 2019. As the UK’s fastest mobile network, EE covers over 99% of the UK population with its 2G, 4G, and 5G networks, supporting its commitment to reliability, accessibility, and superior customer experience.
