-- Newly-formed strategic alliance between Accenture and
Alcatel-Lucent will deploy Motive Customer Experience Management
solutions in Telefonica markets
NEW YORK and PARIS, April 7,
2015 /PRNewswire/ -- Accenture (NYSE: ACN) and
Alcatel-Lucent (Euronext Paris and NYSE: ALU) have today announced
a four-year agreement with Telefónica to deploy Alcatel-Lucent's
Motive Customer Experience Management software for Telefónica
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, Telefónica
will expand the capabilities of its customer care
centers.
As part of Telefónica's strategy to simplify its processes and
platforms, this transformation will provide Telefónica 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 Telefónica to
improve the end-to-end customer experience across mobile data,
mobile voice, IPTV, high-speed Internet, cable, satellite and voice
services, allowing Telefónica's customers to troubleshoot and
manage their digital experiences through devices such as mobile
phones, laptops and IP set-top boxes, via Telefónica web portal and
apps.
Key facts:
- Alcatel-Lucent is providing the Motive Customer Experience
Management portfolio, which includes device management, service
management and orchestration, analytics and content
management.
- Telefónica 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
Telefónica first care line.
- Telefónica 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 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.
Quotes:
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. 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. 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. Minimizing 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."
ABOUT TELEFÓNICA
Telefónica is one of the largest telecommunications companies in
the world in terms of market capitalisation and number of
customers. With its best in class mobile, fixed and broadband
networks, and innovative portfolio of digital solutions, Telefónica
is transforming itself into a 'Digital Telco', a company that will
be even better placed to meet the needs of its customers and
capture new revenue growth. The company has a significant presence
in 21 countries and a customer base of 341 million accesses around
the world. Telefónica has a strong presence in Spain, Europe
and Latin America, where the
company focuses an important part of its growth strategy.
Telefónica is a 100% listed company, with more than 1.5
million direct shareholders. Its share capital currently comprises
4,657,204,330 ordinary shares traded on the Spanish Stock
Market and on those in London, New
York, Lima, and
Buenos Aires.
ABOUT ACCENTURE
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
http://www.accenture.com/aabg.
About ALCATEL-LUCENT (EURONEXT PARIS AND NYSE: ALU)
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.
For more information, visit Alcatel-Lucent on:
http://www.alcatel-lucent.com, read the latest posts on the
Alcatel-Lucent blog http://www.alcatel-lucent.com/blog and follow
the Company on Twitter: http://twitter.com/Alcatel_Lucent.