Motive Customer Experience Solutions from Alcatel-Lucent selected by BT
Nov 29, 2012 (M2 PRESSWIRE via COMTEX) --
BT, one of the world's leadingcommunications services companies, has selected Alcatel-Lucent (Euronext andNYSE: ALU) to strengthen its customer service capabilities by using a new setof data collection and management solutions in its broadband and IPTV support departments.
The agreement builds on BT's long-standing use of Alcatel-Lucent's portfolioof Motive Customer Experience Solutions, which has helped support significantimprovements to the care and support functions BT offers its millions ofbroadband customers. These improvements include increased 'first callresolution', which tracks the company's responsiveness the first time acustomer calls, as well as a reduced need overall for calls to the helpdesk.
Under a four-year contract extension with Alcatel-Lucent, BT will upgradeits suite of Motive Customer Experience Solutions with latest-version softwareto support new features, and will deploy the new Motive Data Collection Manager (DCM) , which is used to track theperformance of the rapidly proliferating number of communication devices inpeoples' homes. The data is then made available to BT's customer service teams-- safely and securely -- so they can proactively manage how the network anddevices perform, ensuring a better overall experience for BT customers.
Warren Buckley, Managing Director of Customer Service at BT said: "Ourretail division in the UK operates in a very competitive market and the qualityof the customer experience is of paramount importance to us to avoid churnwithin our customer base. Our long-term relationship with Alcatel-Lucent hashelped us to maintain the quality that our customers expect; the additionalbenefits of DCM align completely with our drive for continuous improvement incustomer support along with the added benefit of providing new features."
The addition of Motive DCM to BT's toolkit will not only make it easier tomanage customers' devices remotely, but also will provide tools to helpcustomers with self-service capabilities. For BT, the solution provides thebusiness benefits associated with self-service in a format that can beintegrated with its existing business processes.
Lucy Dimes, CEO of Alcatel-Lucent UK&I said: "We are very pleased thatBT has chosen to extend its contract for customer experience management, andalso its decision to expand the agreement with the addition of our Motive DataCollection Manager. This is a clear indication of the additional focus BT isplacing on customer experience management, as it continually seeks ways toprovide the best possible service to people in their homes. This strategicpartnership with BT also reflects Alcatel-Lucent's continued commitment tocustomer experience management and highlights how our ongoing investments inthis space are paying off."
About Motive Data Collection Manager
Alcatel-Lucent's DCM is an integral part of the company's Motive Customer ExperienceSolutions (CXS) portfolio . The Motive CXS portfolio helps service providersforge stronger and more valuable customer relationships and foster long-lastingbrand loyalty by building customer-focused improvements into their products andservices.
About Alcatel-Lucent (Euronext Paris and NYSE: ALU)
The long-trusted partner of service providers, enterprises and governmentsaround the world, Alcatel-Lucent is a leading innovator in the field ofnetworking and communications technology, products and services. The company ishome to Bell Labs, one of the world's foremost research centers, responsiblefor breakthroughs that have shaped the networking and communications industry.Alcatel-Lucent was named one of MIT Technology Review's 2012 Top 50 list of the"World's Most Innovative Companies" for breakthroughs such as lightRadio(TM),which cuts power consumption and operating costs on wireless networks whiledelivering lightning fast Internet access. Through such innovations,Alcatel-Lucent is making communications more sustainable, more affordable andmore accessible as we pursue our mission - Realizing the Potential of aConnected World.
With operations in more than 130 countries and one of the most experiencedglobal services organizations in the industry, Alcatel-Lucent is a localpartner with global reach. The Company achieved revenues of Euro 15.3 billionin 2011 and is incorporated in France and headquartered in Paris.
For more information, visit Alcatel-Lucent on: http://www.alcatel-lucent.com , read the latest posts on theAlcatel-Lucent blog: http://www.alcatel-lucent.com/blog and follow the Companyon Twitter: http://twitter.com/Alcatel_Lucent .
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