MUMBAI: Motive, an Alcatel-Lucent company, has announced that UK telecom service provider BT has selected the Motive ServiceView Solution Suite to support its high-speed Internet, IPTV and VoIP services. Motive is a provider of customer experience management software for broadband and mobile data services, and 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. BT aims to leverage the Motive ServiceView™ Solution Suite to empower it 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 customisation and integration.
BT Customer Service MD Warren Buckley said, “As a major provider of broadband services in the UK, 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 five million broadband subscribers. 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 UK’s terrestrial broadcasters BBC, Channel 4, ITV plc and communications companies Arqiva, BT and TalkTalk.
Alcatel-Lucent’s Motive Product Division VP, GM David Stevenson said, “We are witnessing an explosion in data traffic over both fixed and mobile networks, which is set to continue. 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.
