Monday, May 21, 2012

Alcatel-Lucent Offers Motive Customer Experience Service

Alcatel-Lucent is launching a new managed service for telecommunications operators and service providers that will monitor the customer experience of their subscribers using metrics such as dropped calls to issues with video downloads and connecting to the Internet.

The new Managed Service Quality and Assurance (MSQA) offering draws on Alcatel-Lucent’s Motive Customer Experience Solutions portfolio – launched in February – as well as patent-pending methodology developed by Bell Labs, and the company's existing base of network operations centers. The Bell Labs methodology uses service modeling - directly aligned with the service provider’s business priorities - to determine how best to measure service quality and identify the appropriate ways of addressing customer concerns. Motive solutions are then used to proactively detect, isolate, and help resolve issues that can impact the customer experience. This approach gives service providers a focused and tangible way to increase customer satisfaction and strengthen subscriber loyalty.