BT (NYSE: BT) has set an aggressive timeline with its Fiber to the Cabinet/Fiber to the Home broadband expansion plans--an initiative that will bring FTTX services to about 10 million homes by 2012--but it's now enhancing the management of those networks by leveraging Alcatel-Lucent's (NYSE: ALU) Motive management tool ServiceView.
With the ServiceView tool, BT will be able to provide unified triple-play customer care toolset for its customer and help desk representatives.
What the tool will help facilitate is faster customer issue resolution time. If a customer calls in with an issue on their TV, VoIP or broadband data service, for example, the BT call center rep will be able get full visibility into that customer's service profile with automated problem analysis.
Similar to the other hardware installation projects inside its network edge and optical systems, Alcatel-Lucent will provide necessary professional services, including installation, project management and software customization and integration.
Given the competitive nature of the UK broadband market, it's important that BT complement its aggressive broadband deployments with tools that will help it manage the customer experience--something remains a challenge for incumbent service providers like BT.
- see the release
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