Accenture and Alcatel-Lucent announced a 4-year deal with Telefonica to deploy Alcatel-Lucent’s Motive Customer Experience Management software for residential customers in European and Latin American countries.
Telefonica customers will gain more control over their broadband experience, including self-help tools to reduce calls to customer care and shorten resolution times.
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.
Accenture and Alcatel-Lucent will enable Telefonica to improve 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 web portal and apps.
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 first care line.
Telefonica will offer self-care channels so consumers can resolve their own technical issues at their convenience, reducing the number of calls into its care centers.
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.
Accenture’s Motive Delivery Center will provide system integration and other key delivery functions to the project. Accenture will also provide technical project coordination and integration support for local deployments.
Accenture will leverage its 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.
Juan Manuel Caro, director of Operations & OSS, Telefonica, said: “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.”
