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BT improves IPTV customer experience

UK telco BT has chosen Alcatel-Lucent to strengthen its customer service capabilities by using a new set of data collection and management solutions in its broadband and IPTV support departments.

Under a new four-year extension agreement, BT will add ‘big data’ analytics to its toolkit to further strengthen its customer service capabilities. The agreement builds on BT’s long-standing use of Alcatel-Lucent’s portfolio of Motive Customer Experience Solutions.

BT will upgrade its suite of Motive Customer Experience Solutions with latest-version software to support new features, and will deploy the new Motive Data Collection Manager (DCM), which is used to track the performance of the rapidly proliferating number of communication devices in peoples’ homes.

The data is then made available to BT’s customer service teams so that they can proactively manage how the network and devices perform, ensuring a better overall experience for BT customers.

The addition of Motive DCM to BT’s toolkit will not only make it easier to manage customers’ devices remotely, but also will provide tools to help customers with self-service capabilities.

BT recently revealed that it has passed three-quarters of a million subscribers for its IPTV service ‘BT Vision’ after adding 21,000 customers in the third quarter of this year, and confirmed that it is accelerating its rollout of fibre broadband.

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