Nokia Care Analytics (CAL) lowers call center OPEX and improves customer care by optimizing workflow management. A new feature called Call Anomaly Detection uses a Nokia Bell Labs machine-learning algorithm to monitor and detect network, service and third-party application issues at the call center. CAL automatically collects and analyzes workflow-driven customer care session data from the Nokia Service Management Platform (SMP), then sends call anomaly notifications to the Motive SMP to trigger a proactive workflow. The SMP is the cornerstone of many successful customer care solutions deployed by fixed, mobile and converged service providers across the globe.