Newly-formed strategic alliance between Accenture and Alcatel-Lucent will deploy Motive Customer Experience Management technology in Telefonica markets
NEW YORK & PARIS; April 7, 2015 – Accenture (NYSE: ACN) and Alcatel-Lucent (Euronext Paris and NYSE: ALU) have today announced a four-year agreement with Telefonica to deploy Alcatel-Lucent’s Motive Customer Experience Management software for Telefonica’s residential customers in European and Latin American countries. As a result, customers will gain more control over their broadband experience, including self-help tools to reduce calls to customer care and shorten resolution times.
The agreement results from the strategic alliance formed by Alcatel-Lucent and Accenture in September 2014 to help communications service providers (CSPs) and large enterprises implement integrated ultra-broadband solutions to address the challenges of rising costs and increased data consumption caused by high demand from digital customers and applications.
Through a combination of Alcatel-Lucent’s CEM products and Accenture’s systems integration and transformation capabilities, Telefonica will expand the capabilities of its customer care centers.
As part of Telefonica’s strategy to simplify its processes and platforms, this transformation will provide Telefonica personnel with greater visibility of the network, in addition to new tools for agent-assisted, consumer self-help, field technician-assisted and proactive customer care to enhance customer service to more than 100 million subscribers.
Together, Accenture and Alcatel-Lucent will enable Telefonica to improve the end-to-end customer experience across mobile data, mobile voice, IPTV, high-speed Internet, cable, satellite and voice services, allowing Telefonica’s customers to troubleshoot and manage their digital experiences through devices such as mobile phones, laptops and IP set-top boxes, via Telefonica’s web portal and apps.
“Our customers have come to expect the highest possible customer service,” said Juan Manuel Caro, Director of Operations and OSS, Telefonica. “With common processes and diagnostic tools across our entire operation, we can now address the cost-related challenges of increased demand for digital services, while providing consistent, automated, self-care capabilities to our residential customers around the world. The complementary strengths of Alcatel-Lucent’s Motive CEM solutions and Accenture’s expertise in transformational and program management are vital to meeting our commitment to deliver increased efficiency and even better service to our customers.”
The Accenture and Alcatel-Lucent strategic alliance brings dedicated sales and delivery resources to jointly provide customer care solutions and services based on Alcatel-Lucent’s Motive line of products. Alcatel-Lucent is providing its Motive Customer Experience Management portfolio, which includes device management, service management and orchestration, analytics and content management.
Telefonica will use the Motive technology to automatically detect, diagnose and resolve device issues to substantially reduce call resolution times and improve customer problems resolution in Telefonica’s first care line.
Accenture’s Motive Delivery Center will provide system integration and other key delivery functions to the project. Accenture will leverage its world-class Global Delivery Network, which provides Accenture’s strategy, digital, technology and operations services, as well as its expertise in transformation, customer care and wireless networks. Accenture will also provide technical project coordination and integration support for local deployments.
“Communications companies have rising network costs and high demands from digital consumers, so they must rapidly find ways to provide excellent customer service while easing the strain on their networks caused by exploding volumes of data traffic,” said Frederic Astier, Accenture Managing Director and Global Lead for the Accenture-Alcatel-Lucent Business Group. “Through our strategic alliance with Alcatel-Lucent, our long-time relationship working with Telefonica on its transformational programs, and our global footprint, we’re helping Telefonica fulfill the increasing demand for broadband services over wireless networks and achieve the transformation it needs to thrive in the digital ecosystem.”
“Providing a differentiating customer service is a top priority for Telefonica,” said Bhaskar Gorti, President of IP Platforms, Alcatel-Lucent. “Its integration of the Motive CEM solutions into operational and care systems both expands the actions customers can perform and reduces resolution time. Customer service is a key differentiator for Telefonica. Minimizing the need for subscribers to call the help desk is a way for Telefonica to empower its subscribers and give them more control over their mobile and broadband services.”
Accenture is a global management consulting, technology services and outsourcing company, with more than 323,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is www.accenture.com. For more information on the Accenture-Alcatel-Lucent Business Group, visit https://www.accenture.com/aabg.
Alcatel-Lucent is the leading IP networking, ultra-broadband access and cloud technology specialist. We are dedicated to making global communications more innovative, sustainable and accessible for people, businesses and governments worldwide. Our mission is to invent and deliver trusted networks to help our customers unleash their value. Every success has its network.
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