The UK’s BT has selected the Motive ServiceView Solution Suite to support its high-speed Internet, IPTV and VoIP services. Motive is an Alcatel-Lucent company. BT already uses Motive tools to improve its service. However, this is the first deployment of the ServiceView Solution Suite in the UK.
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.
Alcatel-Lucent will also provide BT with a complete set of services – encompassing installation, project management and software customization and integration.
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, Channel 4, ITV plc 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,” said David Stevenson, VP and general manager of Alcatel-Lucent’s Motive Product Division, in a statement. “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.”