Etisalat to deploy Alcatel Lucent Motive Customer Experience Management Portfolio


Alcatel-Lucent and Etisalat, the UAE’s leading telecommunications company, have signed an agreement to deploy Alcatel-Lucent’s Motive Customer Experience Management (CEM) portfolio for Etisalat’s mobile and fixed-line customers in the UAE.

The agreement was signed at the recent Mobile World Congress in Barcelona.

To provide both care agents and customers more control over their service experience, Etisalat will deploy Motive CEM solution in its call centers.

Etisalat will use the solution to gain greater visibility of ultra-broadband traffic as well as the applications and devices using its fixed network and 4G LTE network supporting cloud services. New workflow tools for agent-assisted, self-help and proactive care will enhance the end-to-end customer experience across mobile data, mobile voice, IPTV, entertainment, ultra-broadband Internet access and voice services.

Having a more holistic view, as well as access to comprehensive workflows, will allow Etisalat’s agents and consumers alike to troubleshoot and resolve issues more quickly. As a result, consumers living in UAE will be able to better enjoy the range of ultra-broadband services provided by Etisalat as part of the telco’s eLife entertainment packages.

◦Etisalat will use Motive CEM solutions to automatically detect, diagnose and resolve device issues to substantially reduce call resolution times.
◦Etisalat will be able to offer subscribers self-care channels to resolve technical issues at their convenience, reducing the number of calls to the care centers.
◦Alcatel-Lucent is providing elements of the Motive CEM portfolio, including device management, service management and orchestration, analytics and content management.

Saleh Sayed Ahmed, VP, Digital Services & Customer Experience, Etisalat, said: “Together, Etisalat and Alcatel-Lucent have shaped the high quality of service our customers have come to expect. With the end-to-end Motive Customer Experience Management solutions, we are taking that quality of customer service a step further by providing consistent, automated, self-care capabilities to our mobile and fixed network customers in the UAE.”

Amr K. El-Leithy, President, Alcatel-Lucent Middle East, Africa, Turkey & Azerbaijan, said: “In the United Arab Emirates – one of the most advanced telecom markets in the world – Etisalat continues to make the customer service experience its top priority. Deploying Motive CEM solutions across its mobile and fixed networks enable customers to consume the ultra-broadband services they demand while also enjoying a superior subscriber experience.”

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