Alcatel-Lucent and Videotron to enhance customer service experiences of Internet access subscribers in Canada

PRESS RELEASE: Alcatel-Lucent is deploying its Motive Customer Experience Management (CEM) Platform with Videotron, a leading Canadian provider of telecommunication services, to efficiently identify and resolve customer’s potential equipment problems.

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Videotron provides a broad range of video, voice, data and wireless services throughout Québec province. Using the Alcatel-Lucent Motive CEM Platform, Videotron will have the capability to manage and troubleshoot its customer’s Wi-Fi routers. That means more rapid activation of new services, automatic device updates and quicker response to customer care calls.

Videotron is deploying the Motive Device Management and Motive Service Management and Orchestration to remotely and proactively detect and resolve issues for Internet customers throughout Québec.

Alcatel-Lucent is providing:

Motive Home Device Manager (HDM) enables Videotron to automatically provision, configure, make software updates and monitor customer premise equipment. When authorized, service agents can work with customers to remotely access their devices to troubleshoot and resolve issues faster.

Motive Service Management Platform (SMP) and Motive Customer Service Console (CSC) provides service agents with workflows and a unified view of back-end systems to resolve issues faster and reduce the amount of time that customers have to spend on the line.

Motive is an industry leader in Customer Experience Management with more than 600 solution deployments globally and is recognized as the #1 provider of device management solutions worldwide.
This agreement highlights how Alcatel-Lucent’s Motive portfolio is well suited to addressing the needs of cable operators, in addition to traditional communications service providers.

Pierre Roy Porretta, Vice-president Engineering, Research and Development of Videotron said: “With many different and changing Internet connected devices from many different companies, we often have to configure, update, monitor, diagnose and troubleshoot for each of our customers on any given day. Simplifying device management is critical for us to continue to provide the high level of service our customers have come to expect from Videotron.”

Alex Giosa, Alcatel-Lucent Canada President said: “More advanced tools for customer care are critical to support the evolving scope of Internet services and differentiating an operator’s services from the competition. Videotron is using our Motive Customer Experience Management Platform to make the service experiences of its Internet customers the best they can be by solving issues that come into the help desk in less time and addressing potential issues before they happen. By doing so, Videotron is improving the quality of the customer experience, while also reducing its operating costs and building customer loyalty.”