Accenture and Alcatel-Lucent have announced a four-year agreement with Telefonica to deploy Alcatel-Lucent’s Motive Customer Experience Management software for Telefonica’s 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, 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.
Together, Accenture and Alcatel-Lucent will enable Telefonica to improve the end-to-end 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’s web portal and apps.