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.

[Read more: Telefónica claims R&D increase makes it a major IoT, big data, networks player]

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.”

Have you signed to attend our customer experience event on 14 April in London? Click to register your free place and listen to presentations from Orange, EY, Amdocs, AsiaInfo and more

More News

Iliad enters content game in France, finally launches Italian mobile business Iliad enters content game in France, finally launches Italian mobile business Iliad has acquired football rights in France and launched its opco in Italy as it looks to reboot after a disappointing set of financial results. More detail
Three UK appoints new CCO, CFO Three UK appoints new CCO, CFO The departure of Three UK's Chief Commercial Officer after just 18 months in the job has triggered a shake-up of the mobile operator's top team. More detail
TalkTalk to sell enterprise customer base to Daisy as it registers full-year loss TalkTalk to sell enterprise customer base to Daisy as it registers full-year loss TalkTalk has agreed to sell 80,000 business customers to rival Daisy Group in a £175 million deal. More detail
A1 Telekom Austria Group rebrand reaches Bulgaria A1 Telekom Austria Group rebrand reaches Bulgaria Bulgaria is the third A1 Telekom Austria Group opco to get rebranded as the telco looks to market itself as a provider of "advanced" IT, IoT, cloud and content services. More detail
Orange Business Services puts IoT to use on saving ships’ fuel costs Orange Business Services puts IoT to use on saving ships’ fuel costs Orange Business Services has expanded its work with Dobroflot by developing a customised IoT solution for the Russian fishing company. More detail
    

 

European Communications is now
Mobile Europe and European Communications

  

From June 2018, European Communications magazine 
has merged with its sister title Mobile Europe, into 
Mobile Europe and European Communications.

No more new content is being published on this site - 

for the latest news and features, please go to:
www.mobileeurope.co.uk 

 

@eurocomms