Accenture and Alcatel-Lucent have struck a four-year deal with Telefónica to deploy A-L’s Motive Customer Experience Management solution for the operator’s retail customers in Europe and Latin America.
The Spain-based company expects to be able to automatically detect, diagnose and resolve issues with devices connected to its network as a result of the deal.
In addition, customers will be provided with self-help tools to self-diagnose and troubleshoot issues.
A-L said the deal would aid Telefónica’s strategy to simplify its operations by giving it greater visibility over its network, while also enhancing end-to-end customer experience for an estimated 100 million subscribers.
It added improving the resolution times of calls placed to its customer care centres was another key goal.
The operator saw customer numbers grow last year after the acquisition of Germany’s E-Plus, but last month agreed to sell its O2 UK business to Hutchison Whampoa.
Juan Manuel Caro, Director of Operations & OSS at Telefónica, said: “With common processes and diagnostic tools across our entire operation, we can now address the cost-related challenges of increased demand for digital services, while providing consistent, automated, self-care capabilities to our residential customers around the world.”
The agreement follows a strategic partnership between Accenture and France-based A-L, which resulted in the formation of the Accenture Alcatel-Lucent Business Group last September.
The unit aims to help communications service providers and large enterprises capitalise on new customer care solutions for “ultra-broadband” networks that improve service accessibility and customer experience.
The partnership sees the two companies deliver customer care solutions and services based on A-L’s Motive portfolio.
Accenture has worked previously with Telefónica on transformational programmes.
It will provide system integration as well as a number of strategic and technical services as part of the new deal.
Frederic Astier, Accenture Managing Director and Global Lead for the Accenture-Alcatel-Lucent Business Group, commented: “Communications companies have rising network costs and high demands from digital consumers, so they must rapidly find ways to provide excellent customer service while easing the strain on their networks caused by exploding volumes of data traffic.”
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