Alcatel-Lucent's Motive Customer Experience Management solutions to be deployed in Etisalat's fixed-line and mobile networks

Abu Dhabi, 21 March,  2015 - Alcatel-Lucent (Euronext Paris and NYSE: ALU) and Etisalat, the UAE's leading telecommunications company, and, signed an agreement at the recently concluded Mobile World Congress in Barcelona to deploy Alcatel-Lucent's Motive Customer Experience Management (CEM) portfolio for Etisalat's mobile and fixed-line customers in the UAE.

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.

Key facts:

  • 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.

Quotes:

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." 

About Alcatel-Lucent (Euronext Paris and NYSE: ALU)
Alcatel-Lucent is the leading IP networking, ultra-broadband access and cloud technology specialist. We are dedicated to making global communications more innovative, sustainable and accessible for people, businesses and governments worldwide. Our mission is to invent and deliver trusted networks to help our customers unleash their value. Every success has its network.

For more information, visit Alcatel-Lucent on: www.alcatel-lucent.com, read the latest posts on the Alcatel-Lucent blog www.alcatel-lucent.com/blog and follow the Company on Twitter: http://twitter.com/Alcatel_Lucent.

Press release issued by Corporate Communication Department - Etisalat

For further media information:
Iyad Al Zou'bi,
Corporate Communications - Etisalat 
Tel +971 2 6182622,
Mobile +971 50 6123568
Email mediaoffice@etisalat.ae or ialzoubi@etisalat.ae

© Press Release 2015