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Alcatel-Lucent Makes Customer Experience Management Motive Clear
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Wednesday, February 08, 2012:
Alcatel-Lucent (Euronext Paris and NYSE: ALU) has today launched an extended portfolio of software and services designed to improve the experience that consumers have with their smartphones, tablets and other connected devices.
When consumers buy a new device or service they expect everything will work right from the start and any glitch will be quickly resolved. The expectation is that the focus is on the customer - not just the network.
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Communications service providers are working to make it easier to buy, own and use their products. Research shows that this is needed, as 15% of smartphones are returned because consumers encounter problems getting them to work*. In two-thirds of these cases, there is no issue found. Making devices and services simpler to use and configure not only improves the customer experience, but it can also minimize the customer support burden.
Adolfo Hernandez, President of Alcatel-Lucent’s Software, Services & Solutions group said:
“Alcatel-Lucent has established a strong reputation in customer experience with hundreds of communications service providers around the world. What we are announcing today is a commitment to continue our investments in the area of customer experience with the introduction of our new portfolio – which we have called Motive Customer Experience Solutions.”
The Motive Customer Experience Solutions (CXS) portfolio is designed to proactively address the consumer experience, providing a suite of software and expert services to help communications service providers manage their customer relationships over a wide range of touchpoints.
About the Motive CXS portfolio
The Motive CXS portfolio is made up of four solution suites, each of which addresses various critical touchpoints in the relationship between communications service providers and their customers:
1. Motive CX Management is focused on getting new devices, applications and services up and running quickly, by simplifying their introduction on the network, managing upgrades and service modifications, and providing a consistent, low-hassle experience for customers.
2. Motive CX Analytics provides monitoring tools that track the performance of the devices, applications and services running on the network. These tools — which leverage unique algorithms developed by Bell Labs — provide key insights and dashboards that infer overall customer experience and allow for detailed customer experience insights.
3. Motive CX Optimization empowers communications service providers to provide their customers with the best service experience possible while making better use of network capacity. Using historical data about customers, devices, applications and the network, communications service providers can examine trends, experiences and usage patterns — segmented by types of users — and take accurate and proactive actions with yield management and loyalty.
4. CX Consulting consists of a dedicated team that — using a patent-pending methodology — identifies unique opportunities to improve the wide range of customer experience touch points within a service provider organization.
*Source: WDS (www.wds.com)
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