Motive ServiceView for Mobile

Mobilize the customer experience

Motive ServiceView for Mobile builds a better customer experience around the mobile device. This solution enables you to execute on a complete customer experience management vision by combining device activation, comprehensive customer care and big data analytics. With ServiceView for Mobile, you can reduce support costs while delivering a mobile experience that inspires customers to stay loyal and spend more.

 

Experience is everything

The broadband revolution has gone mobile, putting devices at the center of customer engagement. A simple mobile experience is now a prerequisite for business success. But it’s getting tougher to deliver on customer expectations. You need to seamlessly handle thousands of permutations of devices, operating systems and applications, along with a mobile network that’s expanding to include 3G, 4G LTE, small cells and Wi-Fi.

Your key challenges are clear: Manage the growing complexity of mobile. Exceed customer expectations and differentiate your brand. Find more effective ways to drive mobile data revenue. Motive ServiceView for Mobile helps you succeed by enabling you to see and control every aspect of the customer experience.

Expand your view of the mobile ecosystem

Customers want simpler agent-assisted and mobile self-service care. ServiceView for Mobile removes complexity with diagnostics that let CSRs see, pinpoint and resolve issues across every device, application, network and back-office system. It streamlines support with a unified interface and standardized workflows that help CSRs and customers solve problems faster. ServiceView for Mobile empowers customer care to reduce support costs, accelerate problem resolution and exceed customer expectations.

Resolve problems before they happen

Network stability influences customers’ perceptions of your brand. ServiceView for Mobile preserves stability by fixing problems before customers notice them. Working proactively, it analyzes data from numerous sources and triggers workflows to correct emerging network, device, service and application issues. This proactive approach reduces call drivers, helping you lower operating expenses while boosting customer satisfaction and Net Promoter Score.

Create new opportunities to engage customers

The mobile device is an increasingly vital point of engagement with customers. ServiceView for Mobile promotes engagement by allowing customers to access, self-manage and consume services through a single unified application. The solution’s device and data management capabilities optimize the customer experience across devices, operating systems and networks. Its advanced analytics let you create personalized offers that drive data usage and increase service revenue.


An end-to-end customer experience management solution

ServiceView for Mobile combines Alcatel-Lucent and partner products to provide the functions you need to execute on a holistic customer experience management vision. Spanning applications, platforms, management functions and services, the solution’s flexible architecture can be deployed quickly and efficiently in multivendor network environments. ServiceView for Mobile also offers an open framework that supports easy integration with B/OSS and network management systems.

Give the people what they want >

Infographic: How to deliver a superior customer experienceInfographic: How to deliver a superior customer experience
  • Podcast: Mobilizing the customer experience

    Motive ServiceView for Mobile helps you align your customer experience management strategy with the mobile-centric lives of your customers. Learn how to mobilize the customer experience in this interview with Cassidy Shield, Alcatel-Lucent’s Vice President of Marketing for Platforms.

    Listen to the podcast >

  • White paper: Experience is everything

    Learn how a holistic approach to customer experience management can help you reduce churn, boost profits and manage an increasingly complex mobile world.

    Download the white paper >

  • Press release: Telefónica Argentina to improve the mobile experience

    Alcatel-Lucent’s Motive ServiceView for Mobile solution will help Telefónica Argentina improve the mobile experience by resolving problems before they reach customers.

    Read the press release >


Motive ServiceView for Mobile

Image shows the flexible multivendor architecture used by the Motive ServiceView for Mobile solution.

Applications

Motive Customer Service Console speeds service setup and improves agent-assisted care. This simple interface combines unified customer experience data with standardized workflows to guide CSRs through problem identification and resolution.

Motive Self-Service Console offers an intuitive mobile self-care application that lets subscribers manage their own services. The application standardizes support processes by reusing agent-assisted care workflows. It can be integrated with the Genesys Voice Platform (GVP) to support multiple contact points, including IVR, web chat, e-mail and mobile applications.

Platforms

Motive Service Management Platform makes it easy to create and execute advanced workflows for agent-assisted care, self-care and proactive care. It reduces AHT by automating problem diagnosis and resolution, providing instant access to device information, and coordinating management tasks across the service delivery ecosystem.

Motive Data Management Platform uses data to manage subscriber devices more effectively. It stores large amounts of device information in a normalized view and uses analytics to personalize and optimize the mobile experience.

The pre-integrated Motive ServiceView for Mobile Support Template unifies platforms, applications and management functions to simplify problem resolution and streamline proactive care. With it, you can reuse workflows across all types of care — agent assisted, self-service and proactive. You can also create workflows or add templates to support new services. The template’s extensive API support lets you add power to your workflows by building in capabilities from other systems and applications.

Management

Motive Mobile Device Manager helps make the mobile device the center point of customer engagement. The Motive MDM facilitates customer engagement by allowing service providers to remotely provision, configure, update, manage and troubleshoot mobile devices. It capitalizes on the industry’s most extensive interoperability testing program to reduce management costs and ensure that every customer enjoys an optimal mobile experience.

Motive Big Network Analytics provide insights into the relationship between IP traffic, network loading and customer experience. These insights can help you troubleshoot performance issues that affect users, applications or devices.

Services

Our complete professional services and consulting offer helps you identify, understand and meet your unique business objectives. With our help, you can create a mobile customer experience that exceeds customer expectations.

Alcatel-Lucent helps you build a holistic vision for mobile customer experience management.

Winner of a 4G World “Best of 4G” award for 2011, the Motive ServiceView for Mobile solution helps service providers unite decision makers, organizations, processes and strategies around a holistic customer experience vision.

Alcatel-Lucent understands mobile broadband. We offer global leadership in solutions that seamlessly manage fixed and mobile devices. Our Motive portfolio is the trusted choice of more than 250 service providers, including BT, China Unicom, KPN, STC, Swisscom and Verizon Wireless. In one tier 1 environment alone, the portfolio manages 50 million devices, including 20 million LTE mobile handsets. The Motive portfolio manages 125 million devices worldwide.