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STC Deploys Motive Technology To Enhance Customer Service For Better Management Of Its Advanced Multi-Vendor Fiber Network
Published Mar 23, 2011
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STC, the national telecommunications provider in Saudi Arabia, has selected Motive, a leading provider of customer experience management solutions for fixed and mobile broadband services and an Alcatel-Lucent company, to deliver its Network Analyzer – Fiber (NA-F) solution.
Motive’s Network Analyzer – Fiber (NA-F) will help STC reduce the complexity and cost of delivering and managing new fiber services such as high-speed Internet and IPTV. The solution also will help improve customer service while reducing customer support handling times and generate new revenue by simplifying processes needed to increase line speeds.
Network Analyzer – Fiber provides STC with a comprehensive line testing and quality management tool that ensures its fiber lines meet quality and stability requirements for the successful deployment of advanced services. When combined with Motive Home Device Manager and Motive ServiceView, STC customer service representatives will have a single, consolidated view and control over STC services from the access network deep into the home, enabling them to add on services or resolve problems much faster and more efficiently.
“STC is committed to continuously utilizing the newest and most advanced technologies to upgrade and enhance the customer experience as well as to introducing new and innovative services to keep pace with the ever evolving needs of the Saudi market,” said Eng. Maziad Al-Harbi, Saudi Telecom General Manager, Network Services Solutions. “The addition of Network Analyzer – Fiber helps us meet our objectives to retain existing customers and attract new ones by improving the quality of the service we can provide them through STC’s advanced fiber services.”
“STC operates a multi-vendor network and is committed to delivering excellent customer experience with exceptional operational efficiency,” said Amr El Leithy, Head of Alcatel-Lucent’s activities in the Middle East and Africa. “By deploying the Motive Network Analyzer-Fiber solution, we provide them a single solution that unifies management of the entire network, regardless of whose product is involved. This helps STC go beyond reducing operational costs to manage and deliver next-generation services that improve customer experience and increase profitability.”
The capacity of fiber networks to handle huge volumes of data, voice and video traffic with low latency represents a business opportunity for providers to grow revenue through value-added services. Until now, a stumbling block has been the ability to proactively detect and localize degradations in optical links before they impact customers. As a result, too often customer issues get escalated to more costly network operations resources, impacting time to resolution and customer satisfaction. Another challenge has been learning how much throughput is available on existing networks, and how much more bandwidth they can offer to qualifying customers – information that is critical to effectively up-sell value-added services.
Motive Network Analyzer gives service providers additional quality-of-service management capabilities for their copper and fiber networks. By providing network operations and front line customer support organizations with the power to track performance in real time, from network provisioning and service performance to line maintenance and upgrades, they can quickly resolve customer service issues. Having this ability also allows for operators to perform a line speed pre-qualification process, giving representatives a set of product upgrades to offer the customers. This product, as well as all of Motive’s customer experience management products, is designed to operate over any vendor’s network. In addition, Network Analyzer also has the capability to manage access network infrastructure regardless of vendor.
Today, more than 90 of the world’s leading service providers have deployed Alcatel-Lucent’s integrated line testing and management solution, reducing operational expenses by as much as 70 percent. Network Analyzer now has more than 50 million digital subscriber and fiber lines under management.
Posted by
VMD - [Virtual Marketing Department]
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