Monday, February 6, 2012

Alcatel-Lucent Unveils Customer Experience Suite for Service Providers

Alcatel-Lucent introduced its Motive Customer Experience Solutions (CXS) portfolio designed to help service providers proactively address the consumer experience. The 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:

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.

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.

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.

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.

“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,�? stated Adolfo Hernandez, President of Alcatel-Lucent’s Software, Services & Solutions group.