The service draws on Alcatel-Lucent’s Motive Customer Experience Solutions portfolio – which debuted in February – as well as patent-pending methodology developed by Bell Labs. It will monitor and improve aspects of a consumer’s experience that have the most impact on their satisfaction with the service provider – anything from dropped calls to issues with video downloads and connecting to the Internet, Al-Lu said.
The Bell Labs methodology determines the most accurate and reliable indicators of customer satisfaction, which can be customized for each individual service provider. It uses service modeling – directly aligned with the service provider’s business priorities – to determine how best to measure service quality and identify the appropriate ways of addressing customer concerns. Motive solutions are then used to proactively detect, isolate, and help resolve issues that can impact the customer experience. This approach is designed to give service providers a focused and tangible way to increase customer satisfaction and strengthen subscriber loyalty.
"With this new offering, Alcatel-Lucent combines expertise from Bell Labs and its Motive Customer Experience solution to deliver a managed service that expands beyond basic network performance and focuses on providing consistent service quality across a variety of devices," said IDC analyst Curtis Price. "This offering will allow service providers to take a customer-centric approach to improve customer loyalty by ensuring a high quality service experience for the services their customers receive."
This new approach to delivering managed services takes advantage of Alcatel-Lucent’s existing base of network operations centers, and extensive experience delivering managed services to service providers worldwide.
“The Motive Customer Experience Solutions portfolio has quickly become the gold standard for service providers to manage their customer relationships," said Adolfo Hernandez, president of Alcatel-Lucent’s software, services & solutions group. "This new managed services offering provides a flexible way for our customers to benefit from its capabilities. We are so convinced of the power of the Bell Labs methodology that we believe our managed services customers will not only be able to assure quality levels for particular services, but actually offer commitments related to the experience people have using those services."
The new managed service, called Managed Service Quality and Assurance (MSQA), is available now.
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