Alcatel-Lucent will provide customer experience management (CEM) for UAE-based operator Etisalat and deploy a 100G fibre network in Cambodia after securing new contract wins. 

The France-based vendor will deploy its Motive CEM service across Etisalat call centres to boost visibility and end-to-end customer service across the operator’s fixed and mobile networks.

The agreement, which was signed during this year’s Mobile World Congress, will provide Etisalat with greater visibility of broadband traffic and the number of devices connected to its LTE cloud services, A-L said.

Meanwhile, news tools providing automated diagnostics and self-care abilities will help reduce the volume of calls made to customer care centres.

A-L said the solution would allow Etisalat and its customers to troubleshoot and resolve problems more quickly, thereby raising the quality of the operator’s mobile voice and data, IPTV, entertainment and ultra-broadband services

Saleh Sayed Ahmed, VP of Digital Services & Customer Experience at 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.”

The second contract win sees A-L deploy a 100G fibre-optic network across Cambodia with regional ISP Chuan Wei.

The network, which will the first of its kind in Cambodia, is being built to help meet the increase in data traffic in the country, which Alcatel-Lucent claimed is among the highest in the Asia-Pac region.

According to A-L, Cambodia is emerging as a “key business hub” within south-east Asia with an economy growing at a rate of more than seven percent each year.

The vendor said the provisioning of a 100G network will therefore provide the “much-needed” capacity to facilitate the country’s growth, while also offering a stepping-stone to a 400G network further down the line.

Eric Lee, Executive Director of Chuan Wei, commented: “We recognised the need to upgrade our network to meet customer expectations for ultra-broadband connectivity and high reliability especially as it pertains to international reach through Chuan Wei’s submarine cables.

“We were looking for a network with significant increase in capacity, even more reliability, and a high degree of scalability to prepare our network for 400G and beyond.”

Last month, Alcatel-Lucent introduced a new fibre-to-the-home product to its portfolio, which it said would allow operators to roll out the technology more quickly.

There was evidence that the vendor’s Shift Plan beginning to bear fruit in its latest financial results, which saw profits jump 137 percent in Q4 to €271 million.

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