Telecom giant Alcatel-Lucent (News - Alert) has recently expanded its line of customer experience solutions to help service providers manage, analyze and support their customers' interactions on their smartphones, tablets and other connected devices, and the company has even bestowed a new name on the product line: Motive.

As communications service providers hope to make it easier for customers to buy, own and use their products, they need assistance...badly. By some estimates, about 15 percent of smartphones are returned because customers can't figure out how to work them properly. About two-thirds of the time with these returns, no technical issue is found, which means that many customers are confused when it comes to buying and using devices, and they need support from their service providers.

Making devices and services simpler to use and configure not only improves the customer experience, says Alcatel-Lucent, but it can also minimize the significant customer support burden that exists today. For obvious reasons, improving the customer experience can save service providers money.

In a press release, Adolfo Hernandez (News - Alert), president of Alcatel-Lucent's Software, Services & Solutions group said, “Alcatel-Lucent has established a strong reputation in customer experience with hundreds of communications service providers around the world. What we are announcing today is a commitment to continue our investments in the area of customer experience with the introduction of our new portfolio – which we have called Motive Customer Experience Solutions.”

The product line called Motive now contains four solutions:

• Motive CX management helps consumers get up and running with applications and services on new devices, new devices by simplifying their introduction on the network, managing upgrades and service modifications, and providing a consistent experience for customers.
• Motive CX Analytics provides monitoring tools that track the performance of the devices, applications and services running on the network.
• Motive CX Optimization is an analytics component that enables service providers to offer their customers the best service experience possible while making better use of network capacity.
• CX Consulting is a professional team that uses a patent-pending methodology to identify unique opportunities to improve the wide range of customer experience touch points.