The Alcatel-Lucent solution is significant as service
providers need to reduce support costs while encouraging rapid adoption of
mobile devices and services.
According to research from WDS, 63 percent of returned
phones are not faulty.
Alcatel-Lucent’s Motive Mobile Device Manager eliminates the
main reasons for calling the helpdesk and avoids unnecessary device return.
When a consumer takes their new device out of the box for the very first time,
Motive MDM will make sure that the device is automatically attached to the
network and properly configured.
According to a Yankee Group study, 55 percent of customer
service calls deal with fixing difficult problems such as connecting to the
mobile Internet, or setting up Wi-Fi — both of which now overshadow billing
issues. As a result, 90 percent of support call issues take more than five
minutes to resolve, and many take more than an hour or even in excess of a day due
to the need for follow-up calls.
With Alcatel-Lucent’s portfolio of Motive customer
experience solutions (CXS) — of which the Mobile Device Manager is a
fundamental building block –we can reduce average handle times of service desk
calls with at least 10 percent and increase successful software updates with a
factor of 10. This translates into less operational costs for mobile service
providers, and happier –and more loyal — consumers,” said David Stevenson,
vice president and general manager, Motive Customer Experience Solutions at
Alcatel-Lucent.
