Etisalat, the UAE's leading telecommunications company expands its partnership with Alcatel-Lucent to deploy the company's Motive Customer Experience Management (CEM) portfolio for Etisalat 's mobile and fixed-line customers in the UAE. Etisalat will deploy the Motive CEM solution portfolio which includes device management, service management and orchestration, analytics and content management in its call centers, to provide both care agents and customers more control over their service experience.
According to Alcatel-Lucent, Etisalat will use the solution to gain greater visibility of traffic as well as the applications and devices using its fixed broadband and 4G LTE network. The solution which includes new workflow tools for agent-assisted, self-help and proactive care will enhance the end-to-end customer experience across mobile data, mobile voice, IPTV, entertainment, ultra-broadband Internet access and voice services. Toward this end, Etisalat will be using Motive CEM solutions to automatically detect, diagnose and resolve device issues to substantially reduce call resolution times. At the same time, it will use the solution to offer subscribers self-care channels to resolve technical issues at their convenience, reducing the number of calls to the care centers, said Alcatel-Lucent.
Together,Etisalat and Alcatel-Lucent have shaped the high quality of service our customers have come to expect. With the end-to-end Motive Customer Experience Management solutions, we are taking that quality of customer service a step further by providing consistent, automated, self-care capabilities to our mobile and fixed network customers in the UAE.
Amr K. El-Leithy, President, Alcatel-Lucent Middle East, Africa, Turkey & Azerbaijan
In the United Arab Emirates - one of the most advanced telecom markets in the world - Etisalat continues to make the customer service experience its top priority. Deploying Motive CEM solutions across its mobile and fixed networks enable customers to consume the ultra-broadband services they demand while also enjoying a superior subscriber experience.
