Alcatel-Lucent’s portfolio of Motive Customer Experience Management (CXM) solutions automates broadband services activation, troubleshooting and problem resolution to make customer interactions easy, efficient and effective.
Today’s connected customers use multiple devices to access a dizzying array of applications, services and content. As more complex devices and services are connected to fixed line and mobile networks, the effort to deliver a consistent, quality customer experience is multiplying costs for communications service providers. Simplifying customer interactions helps service providers improve quality of experience (QoE) and build stronger, longer-lasting and more profitable customer relationships.
Motive CXM solutions solutions focus on transforming the fixed and mobile broadband customer experience at every touch point – starting with service activation all the way through troubleshooting and problem resolution and on-going maintenance.
Using Motive CXM solutions solutions from Alcatel-Lucent, service providers can:
A big part or transforming the customer experience is about making a good first impression. Customer Experience Management solutions help service providers make a good impression by getting it right the first time. Motive CXM solutions solutions ensure successful network, device, application and service set-up and activation, and also helps fuel marketing campaigns. In addition these solutions boost first call resolution and cut average handle time for technical support and service management inquires. These efficiencies help service providers stand out and succeed.
Alcatel-Lucent helps service providers enhance QoE by making the critical service management information available on key contact channels, such as call centers, self-service portals, email, IVR systems and real-time chats.
Automation is essential. Motive CXM solutions solutions build automated problem resolution capabilities into these channels. These embedded capabilities can be used proactively - to fix issues before anyone notices or reactively - to resolve issues as customers raise them.
Alcatel-Lucent helps service providers deliver customers a consistent quality of experience and makes them feel like they’re always in control. That’s the standout experience today’s customers demand.
