Telecom Lead America: Telefonica Argentina will use Alcatel-Lucent’s Motive Customer Experience Management portfolio to enhance consumer experience of services running on smartphones and tablets.
Motive’s service delivery tools will enable Telefonica Argentina to improve performance of the network, back-office systems and connected Android devices to provide seamless service experience for consumers.
Jose Luis Caresani, head of Broadband Services, Telefonica Argentina, said: “Our customers not only want their devices to bring them new experiences, but they want them to deliver it in a way that is also easy and relatively transparent.”
Alcatel-Lucent’s Motive Customer Experience Management portfolio enables Telefonica to collect and analyze data from the network core though a mobile handset
Telefonica Argentina will automatically diagnose and resolve issues before they become problems for customers, and when they do, use improved customer care workflows to reduce support calls and handling times.
In addition, through improved management of device touchpoints, the operator can provide its customers with more control over their mobile device usage.
Combining new and existing customer experience tools enables Telefonica Argentina to provide the end-user with a high-quality experience regardless of the communications link and the device being used.
Alcatel-Lucent’s integrated customer experience solution helps Telefonica Argentina longer-lasting brand loyalty by addressing its customers’ needs beyond device management to streamlined self- and agent-assisted care within both a fixed and wireless environment.
“Alcatel-Lucent is helping operators offer a superior experience to their customers by going beyond the quick resolution of such problems within call centers to anticipating and self-healing potential issues with application and devices before they ever reach consumers,” said Osvaldo Di Campli, president of Alcatel-Lucent’s Caribbean and Latin America region.
