Alcatel-Lucent is launching a new managed service for telecommunications operators and service providers that will allow them to assure consistent quality of service for their subscribers.
Drawing on Alcatel-Lucent’s Motive Customer Experience Solutions portfolio – launched in February – as well as patent-pending methodology developed by Bell Labs, the new managed service will monitor and improve aspects of a consumer’s experience that have the most impact on their satisfaction with the service provider – anything from dropped calls to issues with video downloads and connecting to the Internet.
The Bell Labs methodology used by the new managed services takes a unique approach to determining the most accurate and reliable indicators of customer satisfaction, which can be customized for each individual service provider. It uses service modeling - directly aligned with the service provider’s business priorities - to determine how best to measure service quality and identify the appropriate ways of addressing customer concerns.
Motive solutions are then used to proactively detect, isolate, and help resolve issues that can impact the customer experience. This approach gives service providers a focused and tangible way to increase customer satisfaction and strengthen subscriber loyalty.
The new managed service, called Managed Service Quality and Assurance (MSQA), is available now.