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 more than 100 million 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.
Together, Accenture and Alcatel-Lucent will enable Telefónica to improve the end-to-end customer experience across mobile data, mobile voice, IPTV, high-speed Internet, cable, satellite and voice services, allowing Telefónica’s customers to troubleshoot and manage their digital experiences through devices such as mobile phones, laptops and IP set-top boxes and also via Telefónica web portal and apps.
Juan Manuel Caro, Director of Operations & OSS, Telefónica
Our customers have come to expect the highest possible customer service. With common processes and diagnostic tools across our entire operation, we can now address the cost-related challenges of increased demand for digital services, while providing consistent, automated, self-care capabilities to our residential customers around the world. The complementary strengths of Alcatel-Lucent’s Motive CEM solutions and Accenture’s expertise in transformational and program management are vital to meeting our commitment to deliver increased efficiency and even better service to our customers.
Bhaskar Gorti, President of IP Platforms, Alcatel-Lucent
Providing a differentiating customer service is a top priority for Telefónica. Its integration of the Motive CEM solutions into operational and care systems both expands the actions customers can perform on their own and reduces resolution time. Customer service is a key differentiator for Telefónica. Minimizing the need for subscribers to call the help desk is a way for Telefónica to empower its subscribers and give them more control over their mobile and broadband services.
