Telecommunications firm Alcatel-Lucent has launched a new managed service, which the company says will enable telecommunications operators and service providers to provide quality of service to their subscribers.
The Managed Service Quality and Assurance (MSQA) will monitor and improve consumers’ satisfaction level with service providers, from dropped calls to issues with video downloads and connecting to the Internet.
MSQA is based on Alcatel-Lucent’s Motive Customer Experience Solutions portfolio as well as patent-pending methodology developed by Bell Labs.
The Bell Labs methodology determines the indicators of customer satisfaction, which can be customised for each individual service provider, by using modelling to determine how best to measure quality and ways to address customer concerns.
The Motive applications are then used to detect, isolate, and help resolve issues that can impact the customer experience.
IDC analyst Curtis Price, "This offering will allow service providers to take a customer-centric approach to improve customer loyalty by ensuring a high quality service experience for the services their customers receive."
