Alcatel-Lucent is building a new range of customer service solutions around its Motive brand, extending its portfolio of software and services designed to improve the consumer experience on smartphones, tablets and other connected devices.
The company is adding a Motive prefix both to existing products and new additions to the range, building on the customer management solutions business purchased in 2008.
Ben Geller, senior director, solutions marketing, Alcatel-Lucent, told Broadband TV News the customer experience could not just focus on mobile broadband, but also extend to in the home and on the go. “We saw that there were a critical mass of other assets that we were bringing out across the market, and while there was the undercurrent of customer experience, the go to market efforts were largely disconnected. We saw them as assets that were not within the group but should be brought in.”
As assets were brought in from other parts of the company, comment from the analyst community suggested the Motive brand should be pushed forward. “We’re not trying to have the brand Motive recognised as an organisation, but have it recognised as a brand of technology,” said Geller. “It was a frank discussion that we had, is Alcatel-Lucent known as a strategic provider in the customer services space, or would we be putting our best foot forward if we put a brand out there?”
The Motive Customer Experience Solutions (CXS) portfolio works across smartphones, tablets, home gateways, set-top boxes and the increasing number of other devices.
For example, most Android smartphones come with a video player application. The Motive CX Management solutions can detect when this application is started and can send an SMS message asking if the subscriber would like to subscribe to a mobile TV offer. When the user accepts the offer, the billing system is updated, the device is configured and the service is available for access by the subscriber.