When consumers buy a new device or service, they expect everything will work right from the start and that any glitch will be resolved quickly. The expectation is that the focus is on the customer and not just on the network. Earlier today, Alcatel-Lucent launched an extended portfolio of software and services it designed to improve the customer experience when it comes to connected devices.
“Alcatel-Lucent has established a strong reputation in customer experience with hundreds of communications service providers around the world,” says Adolfo Hernandez, president of Alcatel-Lucent’s Software, Services & Solutions Group. “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.”
The Motive CXS portfolio is made up of four solution suites:
>> 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 include algorithms developed by Bell Labs — reportedly provide key insights and dashboards that infer overall customer experience and allow for detailed customer-experience insights.
>> Motive CX Optimization helps service providers provide their customers with the best service experience possible while making better use of network capacity. Using
historic data about customers, devices, applications and the network, service providers can examine trends, experiences and usage patterns — segmented by type of user — 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 opportunities to improve customer-experience touch points within a service-provider organization.