China Unicom Beijing selects Alcatel-Lucent to simplify and streamline the support of complex broadband services
Motive technologyto provide intelligent and flexible next-generation customer care tools for both self- and assisted-care
Paris, April 21, 2011– Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced that China Unicom Beijing (Beijing Unicom), selected Alcatel Lucent’s Motive Broadband Services Care Solution to enhance their high-speed Internet customer experience. The Motive solution provides intelligent and flexible next-generation customer care tools for both self- and assisted-care, simplifying customer care by putting the power to resolve common technical support issues in the hands of consumers. In addition, Motive is equipping Beijing Unicom’s frontline help desk agents with advanced problem resolution tools that quickly and efficiently resolve issues. Beijing Unicom is the first operator to deploy Motive Broadband Services Care on a large scale in China. The contract was secured by Alcatel-Lucent Shanghai Bell, Alcatel-Lucent’s flagship company in China.
Common technical issues related to broadband connectivity, e-mail setup and configuration, and Web browser optimization and configuration quite often lead to frustrated customers and calls to the help desk. The Motive Broadband Services Care Solution will help Beijing Unicom simplify the broadband customer experience by empowering subscribers to solve their own support issues quickly and easily. Through features such as proactive notification, automated troubleshooting, and guided problem resolution, customer support expenses are reduced and customer satisfaction is improved. In addition, Beijing Unicom help desk staff will benefit from superior diagnostic, troubleshooting, and problem resolution capabilities to address complex broadband customer support issues, which result in faster problem resolution and shorter call times.
With Motive Broadband Services Care , Beijing Unicom will see an improved customer experience because the end-users will be able to quickly resolve their own common technical problem. At the same time, the overall efficiency of Beijing Unicom customer care will be improved and the operational expenses will be optimized as well.
“The Motive Broadband Service Care Solution is proven to empower consumers and help desk personnel with the tools they need to enjoy the broadband experience by quickly solving common broadband related problems when they arise, states David Stevenson, Head of Motive Product Division for Alcatel-Lucent. “We are confident that Beijing Unicom will see measurable operational and economic benefits while ensuring a superior customer experience.”
China Unicom (Hong Kong) Limited (“the Company”) was incorporated in Hong Kong in February 2000 and was listed on the New York Stock Exchange and the Stock Exchange of Hong Kong on 21 June 2000 and 22 June 2000 respectively. On 1 June 2001, the Company was included as a constituent stock of the Hang Seng Index.
At present, the Company is engaged in GSM and WCDMA cellular business in 31 provinces, municipalities and autonomous regions in China, the provision of fixed-line voice, broadband and other Internet-related services, information and communications technology services, business and data communications services, and other related telecommunication value-added businesses.
As of 31 July 2009, the Company had 141 million mobile subscribers, 108 million local access subscribers, and 35.72 million broadband subscribers. If you would like to know more about the Company, please visit www.chinaunicom.com.hk.
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.