News : Telefonica Selects Alcatel-Lucent’s Motive CEM
Madrid, Spain, April 8, 2015 -- Telefónica has selected Alcatel-Lucent’s Motive Customer Experience Management software to serve the company's residential customers in the European and Latin American markets. The project, whose systems integration will be implemented by Accenture as part of its global agreement with Alcatel-Lucent, will see Telefónica beefing up the capabilities of its customer care centers.
According to Alctel-Lucent, the deployment will provide Telefónica's customer care staff with greater visibility of the network, in addition to giving them new tools in areas such as agent-assisted and field technician-assisted help, consumer self-help and proactive customer care to enhance their service to subscribers. These tools will allow Telefonica's customers to gain more control over their broadband experience, leading to reductions in calls to customer care centers and shorter issue resolution times.
Posted by Veronica Silva Cusi, news correspondent
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Alcatel-Lucent is a global telecommunications corporation, headquartered in Paris, France. It provides telecommunications solutions to service providers, enterprises and governments around the world, enabling these customers to deliver voice, data and video services. The company focuses on fixed, mobile, and converged broadband networking hardware, IP technologies, software, and services. It leverages the technical and scientific expertise of Bell Labs, one of the largest innovation and R&D houses in the communications industry. Alcatel-Lucent has operations in more than 130 countries.
Telefónica, S.A. is a Spanish broadband and telecommunications provider with operations in Europe, Asia, North America and South America,. Operating globally, it is the sixth-largest mobile network provider in the world.
Published: Thursday, April 9, 2015