Under new four-year extension agreement BT to add ‘big data’ analytics to its toolkit, to strengthen customer service capabilities
Paris, November 29, 2012 – BT, one of the world’s leading communications services companies, has selected Alcatel-Lucent (Euronext and NYSE: ALU) to strengthen its customer service capabilities by using a new set of data collection and management solutions in its broadband and IPTV support departments.
The agreement builds on BT’s long-standing use of Alcatel-Lucent’s portfolio of Motive Customer Experience Solutions, which has helped support significant improvements to the care and support functions BT offers its millions of broadband customers. These improvements include increased ‘first call resolution’, which tracks the company’s responsiveness the first time a customer calls, as well as a reduced need overall for calls to the help desk.
Under a four-year contract extension with Alcatel-Lucent, BT will upgrade its suite of Motive Customer Experience Solutions with latest-version software to support new features, and will deploy the new Motive Data Collection Manager (DCM), which is used to track the performance of the rapidly proliferating number of communication devices in peoples’ homes. The data is then made available to BT’s customer service teams – safely and securely – so they can proactively manage how the network and devices perform, ensuring a better overall experience for BT customers.
Warren Buckley, Managing Director of Customer Service at BT said: “Our retail division in the UK operates in a very competitive market and the quality of the customer experience is of paramount importance to us to avoid churn within our customer base. Our long-term relationship with Alcatel-Lucent has helped us to maintain the quality that our customers expect; the additional benefits of DCM align completely with our drive for continuous improvement in customer support along with the added benefit of providing new features.”
The addition of Motive DCM to BT’s toolkit will not only make it easier to manage customers’ devices remotely, but also will provide tools to help customers with self-service capabilities. For BT, the solution provides the business benefits associated with self-service in a format that can be integrated with its existing business processes.
Lucy Dimes, CEO of Alcatel-Lucent UK&I said: “We are very pleased that BT has chosen to extend its contract for customer experience management, and also its decision to expand the agreement with the addition of our Motive Data Collection Manager. This 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.”
About Motive Data Collection Manager
Alcatel-Lucent’s DCM is an integral part of the company’s Motive Customer Experience Solutions (CXS) portfolio. The Motive CXS portfolio helps service providers forge stronger and more valuable customer relationships and foster long-lasting brand loyalty by building customer-focused improvements into their products and services.
About Alcatel-Lucent (Euronext Paris and NYSE: ALU)
The long-trusted partner of service providers, enterprises and governments around the world, Alcatel-Lucent is a leading innovator in the field of networking and communications technology, products and services. The company is home to Bell Labs, one of the world's foremost research centers, responsible for breakthroughs that have shaped the networking and communications industry. Alcatel-Lucent was named one of MIT Technology Review's 2012 Top 50 list of the "World's Most Innovative Companies" for breakthroughs such as lightRadio™, which cuts power consumption and operating costs on wireless networks while delivering lightning fast Internet access. Through such innovations, Alcatel-Lucent is making communications more sustainable, more affordable and more accessible as we pursue our mission - Realizing the Potential of a Connected World.
With operations in more than 130 countries and one of the most experienced global services organizations in the industry, Alcatel-Lucent is a local partner with global reach. The Company achieved revenues of Euro 15.3 billion in 2011 and is incorporated in France and headquartered in Paris.
For more information, visit Alcatel-Lucent on: http://www.alcatel-lucent.com, read the latest posts on the Alcatel-Lucent blog: http://www.alcatel-lucent.com/blog and follow the Company on Twitter: http://twitter.com/Alcatel_Lucent.
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