BT Selects Alcatel-Lucent's Motive Solution

  • BT
PARIS – BT, a communications services company, has selected Alcatel-Lucent to strengthen its customer service capabilities by using a new set of data collection and management solutions in its broadband and IPTV support departments.

The agreement builds on BT’s long-standing use of Alcatel-Lucent’s portfolio of Motive Customer Experience Solutions, which has helped support significant improvements to the care and support functions BT offers its millions of broadband customers. These improvements include increased first-call resolution, which tracks the company’s responsiveness the first time a customer calls, as well as a reduced need overall for calls to the help desk.

Under a four-year contract extension with Alcatel-Lucent, BT will upgrade its suite of Motive Customer Experience Solutions with latest-version software to support new features, and will deploy the new Motive Data Collection Manager (DCM), which is used to track the performance of the rapidly proliferating number of communication devices in peoples’ homes. The data is then made available to BT’s customer service teams – safely and securely – so they can proactively manage how the network and devices perform, ensuring a better overall experience for BT customers.

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