Network equipment provider Alcatel Lucent (News - Alert) announced that BT, a communications services provider, has expanded the partnership for Alcatel-Lucent’s portfolio of Motive Customer Experience Solutions to support its customer service capabilities.
Under this four-year contract extension, BT will upgrade its suite of Motive Customer Experience Solutions with latest-version software to support new features, the company said.
BT, Alcatel-Lucent’s (News - Alert) long standing customer, has been using Motive Customer Experience Solutions. The services have helped BT (News - Alert) improve the care and support functions it delivers to millions of broadband customers.
This has resulted in increased ‘first call resolution,’ as well as a lower need overall for calls to the help desk.
According to Lucy Dimes, CEO at Alcatel-Lucent UK&I, the expansion of the agreement is a clear indication of the additional focus BT is placing on customer experience management, as it continually seeks ways to provide the best possible service to people in their homes.
“This strategic partnership with BT also reflects Alcatel-Lucent’s continued commitment to customer experience management and highlights how our ongoing investments in this space are paying off,” she said.
“Our long-term relationship with Alcatel-Lucent has helped us to maintain the quality that our customers expect; the additional benefits of DCM (News - Alert) align completely with our drive for continuous improvement in customer support along with the added benefit of providing new features,” said Warren Buckley, managing director of Customer Service at BT.
A new addition to this is the Motive Data Collection Manager (DCM) that tracks the performance of the rapidly proliferating number of communication devices in peoples’ homes. BT customer service teams can access this data so they can proactively manage the network and devices perform, ensuring a better overall experience for BT customers.
Motive DCM will not only make it easier to manage customers’ devices remotely, but will provide tools to help customers with self-service capabilities.
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Edited by Braden Becker