BT selects Alcatel-Lucent customer experience management solution to support nationwide expansion of broadband services
Motive ServiceView™ for IPTV, high-speed Internet, and VoIP reduces complexity and cost, and improves efficiencies in BT’s customer support centers
AUSTIN, Texas, May 18, 2011 — Motive, an Alcatel-Lucent company (Euronext Paris and NYSE: ALU) today announced that BT, the UK’s leading provider of telecommunications products and services, has selected the Motive ServiceView™ Solution Suite to support its high-speed Internet, IPTV and VoIP services. Motive is a leading provider of customer experience management software for broadband and mobile data services, and BT already uses Motive tools to improve its service. However, this is the first deployment of the ServiceView™ Solution Suite in the UK.
ServiceView™ will deliver a unified triple-play customer care toolset for BT’s help desk representatives. Using ServiceView™, call center representatives have end-to-end visibility and control of broadband services, with automated problem analysis and resolution for BT’s network. Building upon its industry-leading customer care, BT will leverage the Motive ServiceView™ Solution Suite to empower BT to quickly pinpoint customer issues and take corrective action on complex problems affecting their service. This in turn will give consumers a consistent and simple customer experience – building lasting brand loyalty for BT, while reducing operational costs and bolstering profitability. Alcatel-Lucent will also provide BT with a complete set of services – encompassing installation, project management and software customization and integration.
“As a major provider of broadband services in the UK, BT is known for providing excellent customer care. We believe that the Motive ServiceView™ Solution Suite will equip our customer service organization with the tools they need to continue delivering world-class support to our more than five million broadband subscribers,” says Warren Buckley, Managing Director of BT Customer Service. “Our existing relationship with Motive technology gives us the confidence that ServiceView™ will help us achieve our cost reduction goals, while continuing our tradition of delivering a high-quality customer experience.”
ServiceView™ will also support BT customers during the nationwide rollout of YouView (formerly known as Project Canvas), an open, Internet-connected television platform built on common standards, by the United Kingdom’s terrestrial broadcasters BBC, Channel 4, ITV plc and communications companies Arqiva, BT and TalkTalk.
“We are witnessing an explosion in data traffic over both fixed and mobile networks, which is set to continue,” says David Stevenson, Vice President and General Manager of Alcatel-Lucent’s Motive Product Division. “Our aim is to work with BT to develop a customer support infrastructure that can manage, and even simplify, the expanding range of services and devices that run on these networks, while at the same time reducing operating expenses and improving their customers’ overall experience.”
The Alcatel-Lucent Motive portfolio is a key element of Alcatel-Lucent’s High Leverage Network™ architecture – a fully converged, scalable, next generation, all-IP multiservice infrastructure that enables operators to deliver traffic more reliably, efficiently and at the lowest cost, while also leveraging the network to generate revenue from sophisticated managed services and applications.
BT is one of the world’s leading providers of communications solutions and services operating in more than 170 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to our customers for use at home, at work and on the move; broadband and internet products and services and converged fixed/mobile products and services. BT consists principally of four lines of business: BT Global Services, Openreach, BT Retail and BT Wholesale.
In the year ended 31 March 2010, BT Group’s revenue was 20,911 million pounds.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.
Motive, an Alcatel-Lucent company, provides digital life management software for broadband and mobile data services. Motive’s software is helping wireline, wireless, cable and satellite operators worldwide deliver a new generation of IP-based services that seamlessly integrate voice, video and data into a single, connected experience. With Motive products, operators can leverage one service management platform to automate and remotely manage key customer touch points throughout the service lifecycle, across multiple services, networks and devices. The result is a consistent, unified experience for both end-users and service providers that increases revenues from new and converged services, reduces fulfillment and support costs, and drives greater customer satisfaction and loyalty. For more information, visit Motive on the Internet: http://www.motive.com
About Alcatel-Lucent (Euronext Paris and NYSE: ALU)
The long-trusted partner of service providers, enterprises, strategic industries and governments around the world, Alcatel-Lucent is a leader in mobile, fixed, IP and Optics technologies, and a pioneer in applications and services. Alcatel-Lucent includes Bell Labs, one of the world’s foremost centres of research and innovation in communications technology.
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 16 billion in 2010 and is incorporated in France and headquartered in Paris.