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April 7, 2015

Accenture & Alcatel-Lucent help Telefónica ’empower’ its subscribers

The agreement follows Accenture and Alcatel-Lucent's agreement in September 2014.


Accenture and Alcatel-Lucent have announced an agreement with Telefónica to deploy Alcatel-Lucent’s Motive Customer Experience Management software for Telefónica residential customers in Europe and Latin America.

The four-year agreement will see Telefónica using Alcatel-Lucent’s portfolio to automatically detect, diagnose and resolve device issues in order to reduce call resolution times and improve customer problem resolutions in its first care line. Personnel will have greater visibility of the network and new tools to enhance customer service.

The telecoms provider will be able to offer self-care channels to allow consumers to resolve their own technical issues at their convenience. Customers can troubleshoot and manage their digital experiences through smartphones and laptops via Telefónica’s web portal and apps.

The agreement follows the Alcatel-Lucent and Accenture strategic alliance formed in September 2014. Accenture will use its Motive Delivery Center to provide system integration and delivery functions, and will also use its delivery network to disseminate the solution. The consultancy firm will also bring technical project coordination and integration support for local deployments.

Juan Manuel Caro, Director of Operations & OSS, Telefónica, said: "Our customers have come to expect the highest possible customer service. 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.

He added: "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."

Frederic Astier, Accenture Managing Director and Global Lead for the Accenture-Alcatel-Lucent Business Group, said: "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.

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Astier continued: "Through our strategic alliance with Alcatel-Lucent, our long-time relationship working with Telefónica on its transformational programs, and our global footprint, we’re helping Telefónica fulfill the increasing demand for broadband services over wireless networks and achieve the transformation it needs to thrive in the digital ecosystem."

Bhaskar Gorti, President of IP Platforms, Alcatel-Lucent, said: "Providing a differentiating customer service is a top priority for Telefónica. Its integration of the Motive CEM solutions into operational and care systems both expands the actions customers can perform on their own and reduces resolution time.

"Customer service is a key differentiator for Telefónica. Minimising the need for subscribers to call the help desk is a way for Telefónica to empower its subscribers and give them more control over their mobile and broadband services."

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