Telefonica S.A. TEF has teamed up with Alcatel-Lucent ALU and Accenture plc ACN to provide constructive customer care and enhance the overall customer experience. The Spanish telecom behemoth has announced a 4-year deal by which it will deploy Alcatel-Lucent's Motive Customer Experience Management (“CEM”) software to serve its residential customers in Europe and the Latin American countries.
Telefonica plans to make use of Alcatel-Lucent's CEM products and Accenture's systems integration and transformation capacities to broaden the proficiency of its customer care centers. Specifically, Telefonica will utilize the Motive technology to automatically detect, diagnose and resolve various device troubles.
The deal will thus allow Telefonica employees to have better network visibility and access to innovative tools to improve customer service. Consequently, this will help augment the customer experience by providing them with self-help tools that will necessitate lesser calls to customer service as well as curtail resolution time.
Further, Telefonica will be offering self-care channels to let consumers solve their personal technical problems at their own convenience. Interestingly, customers will be able to troubleshoot and control their digital experiences via smartphones and laptops by means of Telefonica's web portal and apps. This will allow Telefonica to improve the end-to-end customer experience across various platforms.
Notably, this new alliance follows Accenture and Alcatel-Lucent's agreement in Sep 2014. The two companies had joined forces to assist communications service providers and big enterprises to implement integrated ultra-broadband solutions. The idea was to help them tackle the challenges of mounting costs and growing data consumption owing to rising demand from digital customers and applications.
Thus, for Telefonica, synergies from the agreement appear quite promising. The deal is expected to place the company in a better position within the broadband segment against stronger rivals like America Movil SAB de C.V. AMX and Oi.
Telefonica currently has a Zacks Rank #3 (Hold).
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