Telecom Lead Europe: Telecom equipment maker Alcatel-Lucent will introduce a new managed service that assists mobile service
providers to offer quality of service to their subscribers.
Drawing on Alcatel-Lucent’s Motive Customer Experience
Solutions portfolio – launched in February – as well as patent-pending
methodology developed by Bell Labs, The new managed service is designed to improve quality of
services including dropped calls to issues with video downloads and connecting
to the Internet.
This offering will allow telecom service providers to
take a customer-centric approach to improve customer loyalty by ensuring a high
quality service experience.
This The Bell Labs methodology approach to delivering
managed services takes advantage of Alcatel-Lucent’s existing base of network operations
centers, and experience delivering managed services to service providers
worldwide.
The Motive Customer Experience Solutions portfolio has
quickly become the gold standard for service providers to manage their customer
relationships. This new managed services offering provides a flexible way for
our customers to benefit from its capabilities.
We are so convinced of the power of the Bell Labs
methodology that we believe our managed services customers will not only be
able to assure quality levels for particular services, but actually offer
commitments related to the experience people have using those services,” said
Adolfo Hernandez, president of Alcatel-Lucent’s Software, Services &
Solutions group.
The Bell Labs methodology used by the new managed
services determines accurate and reliable indicators of customer satisfaction.
It 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.
“With this new offering, Alcatel-Lucent combines
expertise from Bell Labs and its Motive Customer Experience solution to deliver
a managed service that expands beyond basic network performance and focuses on
providing consistent service quality across a variety of devices,” said IDC
Analyst Curtis Price.
