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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
Today's Tip of the Day - Finding A Workforce Management System
More Editorial From Nokia
Nokia Corporation is a Finnish multinational communications corporation that is headquartered in Keilaniemi, Espoo, a city neighbouring Finland's capital Helsinki. Nokia is engaged in the manufacturing of mobile devices and in converging Internet and communications industries, with 128,445 employees in 120 countries, sales in more than 150 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