Alcatel-Lucent, Accenture Offer Motive CEM for Telefonica - Analyst Blog
Alcatel-Lucent ALU, a pioneer IP networking and ultra-broadband access firm, and leading management consulting and outsourcing firm Accenture ACN have inked a four-year agreement with the telecommunication giant Telefónica. The contract involves the deployment of Alcatel-Lucent’s Motive Customer Experience Management (“CEM”) software portfolio for Telefónica’s customers in Europe and Latin American countries.
Inside the Headlines
Per the contract, adoption of Alcatel-Lucent’s Motive technology will allow Telefónica to detect, diagnose and resolve customer device issues promptly, thereby reducing call resolution time. Motive CEM portfolio will also enable Telefónica to offer self-care channels for customers to help them address their own issues, thus considerably reducing their dependence on call centers. In a nutshell, the latest portfolio heralds a transformation in Telefónica’s customer service, by facilitating greater control in management of broadband services.
Motive CEM is expected to revolutionize Telefónica’s processes and platforms by providing personnel with enhanced network visibility, innovative tools for consumer self-help and field technicians, all of which will aid the improvement in customer service. Moreover, it will enhance the company’s end-to-end customer experience across a wide range of services like mobile data, mobile voice, IPTV and high-speed Internet, to name a few.
Alcatel-Lucent’s Motive CEM Drive
The new contract adds another feather to the cap of Alcatel-Lucent. Last month, the company inked an agreement with UAE’s pioneer telecommunications firm, Etisalat, to deploy its Motive Customer Experience Management (“CEM”) portfolio for the latter’s customers (Read more: Alcatel-Lucent Offers Motive CEM to Etisalat, Shares Up).
Alcatel-Lucent and Accenture had joined forces in Sep 2014 to offer comprehensive ultra-broadband solutions to communications service providers (CSPs), in order to shield them against rising costs as well as help them meet the booming data consumption demand. Alcatel-Lucent’s diverse Motive CEM software portfolio that includes a range of services from device to content management, coupled with Accenture’s highly efficient Motive Delivery Center and state-of-art Global Delivery Network, promise to unlock substantial value for CSPs like Telefónica, going forward.
We believe that amid intensifying competition in the telecommunication industry, more and more service providers are attempting to differentiate themselves on the basis of superior customer service, which has become essential for survival in the contemporary volatile environment. With increasing number of service providers seeking improved communication services, Alcatel-Lucent is expected to witness growth on the back of its Motive CEM in the future.
Zacks Rank
Alcatel-Lucent currently carries a Zacks Rank #2 (Buy). Other stocks worth considering in the industry are Arista Networks, Inc. ANET and Gigamon Inc. GIMO, both holding the same Zacks Rank as Alcatel-Lucent.
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