Alcatel-Lucent Digital Home Care Solution Creating a Better Experience for Your Customers
You are eager to deploy triple-play services and generate revenues from innovative services such as IP television (IPTV). But to make triple-play deployment a success, you need to create a compelling customer experience while solving your own operational challenges and maintaining reasonable OPEX. The Alcatel-Lucent Digital Home Care solution is a comprehensive solution that solves the challenge of managing home networks, triple-play services and customer-support interactions.
The Customer Challenge When setting up triple-play services, you are naturally concerned about the many operational challenges. The growing complexity of home networks and the lack of knowledge of end users to manage and solve problems by themselves almost inevitably increases your burden. Furthermore, real-time services, such as video and voice, are highly sensitive to disruptions and quality issues in the access or home environment.
The Alcatel-Lucent Solution The Alcatel-Lucent Digital Home Care solution is a comprehensive solution designed to solve your home networks management challenge and associated end-user support interactions. It cares for all fulfillment and assurance processes applied to home networks and triple-play services. The solution helps you deliver the service quality and experience your customers expect.
Responding to Challenges The Alcatel-Lucent Digital Home Care Solution provides all the tools for profitable deployment of triple-play services. It keeps your OPEX related to home-network management, services management and enduser support at a reasonable level with a high degree of automation and advanced customer-support capabilities (see Figure 3).
Key Features and Benefits The Alcatel-Lucent Digital Home Care solution, as illustrated in Table 1, helps you accelerate revenue generation from innovative triple-play and high-speed Internet access (HSIA) services, achieve important operational savings and keep customers satisfied, ensuring higher customer retention. Table 1. Meeting Your Challenges SERVICE PROVIDER NEED A L C AT E L - L U C E N T S O L U T I O N BENEFITS 1. Reduce costly, time-consuming customer support throughout service lifecycle.
How Does the Solution Work? Covers All Stages of Service Deployment The Alcatel-Lucent Digital Home Care solution is brought to the market through a partnership between Alcatel-Lucent and Motive. The solution combines the Alcatel-Lucent 5580 Home Network Manager (HNM) for the management of home devices, the Alcatel-Lucent 5530 Network Analyzer (NA) for access-loop management and Motive’s FAST™ (Fully Automated Service Technology) solutions for high-speed data, home networking and IPTV.
Enables Effective Customer Support With the Alcatel-Lucent Digital Home Care solution, you have the right set of tools to manage your customer support issues. Motive’s FAST solutions provide assistedand self-service support capabilities that simplify the processes of setting up, managing and troubleshooting next-generation service delivery, regardless of whether subscribers choose to interact with providers online or via the telephone.
Standards-Based and Vendor-Agnostic Solution Interoperability and multivendor management are the key requirements set by service providers like you in the field of home-network management. Alcatel-Lucent is a significant contributor to the DSL Forum’s work in this field and has been proactive in defining and promoting the DSL Forum’s TR-069 CPE wide area network (WAN) management protocol. This protocol describes a standard management interface between the residential gateway and management systems.
A World-Leading Partner As your partner in delivering triple-play services, Alcatel-Lucent brings several advantages to the table. Freedom of Choice Alcatel-Lucent’s approach is vendor agnostic, giving you the freedom to choose your CPE vendor. With more than 25 CPE vendors currently certified interoperable with HNM, you have greater flexibility and lower risk associated with deploying and supporting multiple types of CPE.
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