Leading French Cable Operator to Use Motive Broadband Management Software to Automate Configuration and Problem Resolution of Digital Services
Motive, a leading provider of management software, has announced at its annual customer conference, Motivation 2004, that French cable provider Numéricable will build Motive self-management capabilities into its broadband services to automate a range of configuration and problem resolution processes for both customers and call centre operations. Numéricable's decision extends Motive's global customer reach and makes Motive the market share leader in Europe's cable broadband market.
Numéricable is among the largest cable operators in France, currently serving 830,000 customers. The company is rapidly expanding its broadband customer base by offering multiple access speed tiers, public WiFi, and bundled services, including broadband data and television over IP. Building Motive self-management capabilities into all of these services will allow Numéricable to ensure a differentiated, consistently positive subscriber experience, while also better controlling operational costs of delivering and supporting broadband services. As a result, Motive will be instrumental in helping the company quickly scale its operations to manage a substantially larger subscriber base.
"The ability to offer multiple services is critical for our continued growth, and building management into these service through Motive software is the only way to ensure we can make them convenient and valuable for our subscribers," said Bernard Cottin, chairman and CEO, Numéricable. "Motive has proven itself by successfully deploying broadband self-management solutions throughout Europe and with some of the top cable providers in the world. Motive is the right choice to take us through the next-generation of our broadband business."
After evaluating several vendors, Numéricable chose Motive as the only software provider that could build automation directly into the company's current and future cable broadband services. As a result, these services will be able to guide individuals through effortless configuration, management and problem resolution steps, regardless of where the services are installed, what devices they are connected to, or how often they change.
"With Numéricable and other recently announced customers, Motive continues to demonstrate success in the European broadband market," said Bruno Teuber, Motive's vice president and general manager for EMEA. "By deciding to build management into next-generation services, Numéricable has established itself as one of the most innovative cable operators in France. As the company continues to expand its broadband portfolio, we look forward to working together to ensure that new services are equipped with self-management capabilities."
Numéricable has licensed Motive's Broadband Manager (BBM) and Customer Service Manager (CSM) products to automate the installation, configuration and troubleshooting of current and future broadband services. BBM will allow Numéricable broadband subscribers to self-activate services and devices, as well as to solve support issues automatically without engaging a customer service representative (CSR) or having a technician visit the home. When additional assistance is needed, CSM will help Numéricable CSRs quickly pinpoint the cause of subscriber problems and provide the most effective resolution, improving the efficiency of every technical support transaction regardless of communication channel.