STC deploys Motive technology to enhance customer service for better management of its advanced multi-vendor fiber network
Motive’s Network Analyzer provides single control point to optimize delivery and performance of next generation networks
Riyadh, March 22, 2011: STC, the national telecommunications provider in Saudi Arabia, has selected Motive, a leading provider of customer experience management solutions for fixed and mobile broadband services and an Alcatel-Lucent (Euronext Paris et NYSE : ALU) company, to deliver its Network Analyzer – Fiber (NA-F) solution.
Motive’s Network Analyzer – Fiber (NA-F) will help STC reduce the complexity and cost of delivering and managing new fiber services such as high-speed Internet and IPTV. The solution also will help improve customer service while reducing customer support handling times and generate new revenue by simplifying processes needed to increase line speeds.
Network Analyzer – Fiber provides STC with a comprehensive line testing and quality management tool that ensures its fiber lines meet quality and stability requirements for the successful deployment of advanced services. When combined with Motive Home Device Manager and Motive ServiceView, STC customer service representatives will have a single, consolidated view and control over STC services from the access network deep into the home, enabling them to add on services or resolve problems much faster and more efficiently.
“STC is committed to continuously utilizing the newest and most advanced technologies to upgrade and enhance the customer experience as well as to introducing new and innovative services to keep pace with the ever evolving needs of the Saudi market,” said Eng. Maziad Al-Harbi, Saudi Telecom General Manager, Network Services Solutions. “The addition of Network Analyzer – Fiber helps us meet our objectives to retain existing customers and attract new ones by improving the quality of the service we can provide them through STC’s advanced fiber services.”
“STC operates a multi-vendor network and is committed to delivering excellent customer experience with exceptional operational efficiency,” said Amr El Leithy, Head of Alcatel-Lucent’s activities in the Middle East and Africa. “By deploying the Motive Network Analyzer-Fiber solution, we provide them a single solution that unifies management of the entire network, regardless of whose product is involved. This helps STC go beyond reducing operational costs to manage and deliver next-generation services that improve customer experience and increase profitability.”
The capacity of fiber networks to handle huge volumes of data, voice and video traffic with low latency represents a business opportunity for providers to grow revenue through value-added services. Until now, a stumbling block has been the ability to proactively detect and localize degradations in optical links before they impact customers. As a result, too often customer issues get escalated to more costly network operations resources, impacting time to resolution and customer satisfaction. Another challenge has been learning how much throughput is available on existing networks, and how much more bandwidth they can offer to qualifying customers – information that is critical to effectively up-sell value-added services.
Motive Network Analyzer gives service providers additional quality-of-service management capabilities for their copper and fiber networks. By providing network operations and front line customer support organizations with the power to track performance in real time, from network provisioning and service performance to line maintenance and upgrades, they can quickly resolve customer service issues. Having this ability also allows for operators to perform a line speed pre-qualification process, giving representatives a set of product upgrades to offer the customers. This product, as well as all of Motive’s customer experience management products, is designed to operate over any vendor’s network. In addition, Network Analyzer also has the capability to manage access network infrastructure regardless of vendor.
Today, more than 90 of the world’s leading service providers have deployed Alcatel-Lucent’s integrated line testing and management solution, reducing operational expenses by as much as 70 percent. Network Analyzer now has more than 50 million digital subscriber and fiber lines under management.
About Saudi Telecom
STC (Saudi Telecom) is the leading national telecommunications services provider in the Kingdom of Saudi Arabia. STC provides four key services: Home services which include PSTN, broadband DSL, Personal services which include mobile telephone services and value added services, Enterprise services which provide advanced business data solutions to enterprises and Wholesale services that provide network services to other local operators. In the recent years STC grew beyond its local borders and went global forming a network of business and investments in various Gulf countries, Asia, and Africa. The company is present in Kuwait, Bahrain, India, Indonesia, Malaysia, Turkey, and South Africa enabling it to provide services to a bigger customer base and increasing its total number of customers externally by studying and evaluating investment opportunities. For more information, visit STC on the Internet: http://www.stc.com.sa/
About Motive
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.
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.
