Canadian operator, Videotron has selected Alcatel-Lucent's Motive Device Management and Motive Service Management and Orchestration, which are part of Motive Customer Experience Management (CEM) Platform to efficiently identify and resolve customer's potential equipment problems. Videotron provides a broad range of video, voice, data and wireless services throughout Canada's Québec province.
Using the Alcatel-Lucent Motive CEM Platform, Videotron will have the capability to manage and troubleshoot its customer’s customer premise equipment(CPE) remotely. Its Motive Home Device Manager enables Videotron to automatically provision, configure, make software updates and monitor CPEs such as Wi-Fi routers. It also allows service agents to work with customers to remotely access their devices to troubleshoot and resolve issues faster.
Pierre Roy Porretta, Vice-president Engineering, Research and Development of Videotron
With many different and changing Internet connected devices from many different companies, we often have to configure, update, monitor, diagnose and troubleshoot for each of our customers on any given day.
Alex Giosa, Alcatel-Lucent Canada President
Videotron is using our Motive Customer Experience Management Platform to make the service experiences of its Internet customers the best they can be by solving issues that come into the help desk in less time and addressing potential issues before they happen.
