BT Picks Alcatel-Lucent Customer Experience Management Solution
BT, the United Kingdom's leading provider of telecommunications products and services, has selected the Motive ServiceView Solution Suite from Alcatel-Lucent's Motive business unit to support its high-speed Internet, IPTV, and VoIP services.
BT had already been using several Motive tools to improve its service. However, this is the first deployment of the ServiceView Solution Suite in the U.K.
ServiceView will deliver a unified triple-play customer care toolset for BT's help desk representatives. Using ServiceView, call center representatives have end-to-end visibility and control of broadband services, with automated problem analysis and resolution for BT's network. BT will leverage the Motive ServiceView Solution Suite to quickly pinpoint customer issues and take corrective action on complex problems affecting their service. Alcatel-Lucent will also provide BT with a complete set of services encompassing installation, project management, and software customization and integration.
"As a major provider of broadband services in the U.K., BT is known for providing excellent customer care. We believe that the Motive ServiceView Solution Suite will equip our customer service organization with the tools they need to continue delivering world-class support to our more than 5 million broadband subscribers," says Warren Buckley, managing director of BT Customer Service. "Our existing relationship with Motive technology gives us the confidence that ServiceView will help us achieve our cost-reduction goals while continuing our tradition of delivering a high-quality customer experience."
ServiceView will also support BT customers during the nationwide rollout of YouView (formerly known as Project Canvas), an open, Internet-connected television platform built on common standards, by the United Kingdom's terrestrial broadcasters BBC, ITV, Channel 4, and communications companies Arqiva, BT, and TalkTalk.>
"We are witnessing an explosion in data traffic over both fixed and mobile networks, which is set to continue, says David Stevenson, vice president and general manager of Alcatel-Lucent's Motive Product Division. "Our aim is to work with BT to develop a customer support infrastructure that can manage, and even simplify, the expanding range of services and devices that run on these networks, while at the same time reducing operating expenses and improving their customers' overall experience."
The Alcatel-Lucent Motive portfolio is a key element of Alcatel-Lucent's High Leverage Network architecture, a fully converged, scalable, next-generation, all-IP multiservice infrastructure that enables operators to deliver traffic more reliably, efficiently, and at the lowest cost, while also leveraging the network to generate revenue from sophisticated managed services and applications.