Alcatel-Lucent and Etisalat to give customers greater control over their service

Alcatel-Lucent and Etisalat, the UAE’s leading telecommunications company, have signed an agreement to deploy Alcatel-Lucent’s Motive Customer Experience Management (CEM) portfolio for Etisalat’s mobile and fixed-line customers in the UAE.

alcatellucentThe agreement was signed at the recent Mobile World Congress in Barcelona.

To provide both care agents and customers more control over their service experience, Etisalat will deploy Motive CEM solution in its call centers.

“Together, Etisalat and Alcatel-Lucent have shaped the high quality of service our customers have come to expect. With the end-to-end Motive Customer Experience Management solutions, we are taking that quality of customer service a step further by providing consistent, automated, self-care capabilities to our mobile and fixed network customers in the UAE,” said Saleh Sayed Ahmed, VP, Digital Services & Customer Experience, Etisalat.

Etisalat will use the solution to gain greater visibility of ultra-broadband traffic as well as the applications and devices using its fixed network and 4G LTE network supporting cloud services.

“In the United Arab Emirates – one of the most advanced telecom markets in the world – Etisalat continues to make the customer service experience its top priority,” said Amr K. El-Leithy, President, Alcatel-Lucent Middle East, Africa, Turkey & Azerbaijan.

New workflow tools for agent-assisted, self-help and proactive care will enhance the end-to-end customer experience across mobile data, mobile voice, IPTV, entertainment, ultra-broadband Internet access and voice services.

Having a more holistic view, as well as access to comprehensive workflows, will allow Etisalat’s agents and consumers alike to troubleshoot and resolve issues more quickly. As a result, consumers living in UAE will be able to better enjoy the range of ultra-broadband services provided by Etisalat as part of the telco’s eLife entertainment packages.