BT selects Alcatel-Lucent customer experience management solution

Motive, an Alcatel-Lucent company, has announced that BT, the UK provider of telecommunications products and services, has selected the Motive ServiceView Solution Suite to support its high speed Internet, IPTV and VoIP services.

Motive is a leading 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 centre representatives have end-to-end visibility and control of broadband services, with automated problem analysis and resolution for BT’s network. Building upon its industry-leading customer care, BT will leverage the Motive ServiceView Solution Suite to empower BT to quickly pinpoint customer issues and take corrective action on complex problems affecting their service.

This in turn will give consumers a consistent and simple customer experience – building lasting brand loyalty for BT, while reducing operational costs and bolstering profitability. Alcatel-Lucent will also provide BT with a complete set of services – encompassing installation, project management and software customization and integration.

“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,” says Warren Buckley, Managing Director of BT Customer Service.

“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 United Kingdom’s terrestrial broadcasters BBC, Channel 4, ITV and communications companies Arqiva, BT and TalkTalk.

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