Motive, an Alcatel-Lucent company, has said that BT, a UK-based provider of telecommunications products and services, has selected its ServiceView Solution Suite to support BT’s high-speed Internet, IPTV and VoIP services.
ServiceView offering provides a unified triple-play customer care toolset for BT’s help desk representatives.
By using ServiceView, call centre representatives have end-to-end visibility and control of broadband services, with automated problem analysis and resolution for BT’s network, the company said.
In addition, BT will leverage the Motive ServiceView Solution Suite to empower BT to pinpoint customer issues and take corrective action on complex problems affecting their service.
ServiceView will also support BT customers during the nationwide rollout of external linkYouView (formerly known as Project Canvas), an open, Internet-connected television platform.
Further, Alcatel-Lucent will provide BT with a complete set of services — encompassing installation, project management and software customisation and integration.
BT customer service managing director Warren Buckley said the company believes that the Motive ServiceView Solution Suite will equip their customer service organisation with the tools they need to continue delivering world-class support to their more than external link five million broadband subscribers.
"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," Buckley said.
