Telefónica turns to Alcatel-Lucent, Accenture to improve customer care

Telefónica is preparing to deploy subscriber management software from Alcatel-Lucent and consultancy Accenture in a bid to improve customer care in Europe and Latin America.

The Spain-headquartered operator signed a four-year deal that will see it deploy Alcatel-Lucent's Motive Customer Experience Management software in a bid to cut the number of calls to its customer care centres by residential customers in the two regions, and reduce the time taken to resolve subscribers' problems.

Alcatel-Lucent said its software will grant Telefónica's subscribers more control over their broadband experience by providing self-help tools that could reduce the need to call the operator's care centres. The infrastructure company added that the software will also improve the experience of Telefónica's mobile data and voice customers, and IPTV subscribers.

The operator will utilise Alcatel-Lucent's software to automatically detect, diagnose and resolve device issues, and to offer self-care channels. Accenture will handle system integration as part of an existing collaboration with Alcatel-Lucent.

Juan Manuel Caro, director of Operations and OSS at Telefónica, said the software offers "common processes and diagnostic tools" that enable the operator to "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 combination of Alcatel-Lucent's customer management software with Accenture's integration abilities will help Telefónica to "deliver increased efficiency and even better service to our customers," Caro added.

Bhaskar Gorti, president of IP Platforms at Alcatel-Lucent, explained that the company's software offers a point of differentiation for Telefónica, enabling the operator to expand "the actions customers can perform on their own" while reducing the time taken to resolve problems.

"Minimising 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," Gorti added.

For more:
- see this Alcatel-Lucent announcement

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