User manual ALCATEL-LUCENT MOTIVE MOBILE DEVICE MANAGER RELEASE 3.1 DATA SHEET

[. . . ] Motive Customer Service Console makes it easier for Level 1 help desk personnel to solve a wide range of customer support issues. The result is a more efficient and effective call center, with lower customer support costs and higher customer satisfaction. KEY BENEFITS · Next-generation customer care framework that quickly guides the help desk through problem triage, diagnosis and resolution · Reduces call handle times by providing automated, end-toend problem diagnosis and resolution · Increases the efficiency of CSRs by providing a unified help desk console that can directly manage subscriber CPE · Increases first call resolution rate by providing CSRs with critical quality of experience (QoE) information, gathered from across the entire service delivery chain · Highly configurable help desk interface provides the flexibility of integrating CSC into an existing help desk environment Overview A next-generation customer care framework is critical for service providers in today's environment. [. . . ] As services increase in complexity, customer service platforms must deliver superior diagnostic, troubleshooting and problem resolution capabilities in order to reduce subscriber churn and positively impact support costs. Motive Customer Service Console (CSC) provides an application framework for support personnel to execute a wide variety of service management tasks. CSC has been designed for broad use as a purpose-built call center support tool. It allows customer service representatives (CSR), service verification teams, and field service technicians to execute management tasks related to service activation, support, and maintenance across the entire service delivery network (customer premise, backoffice and network). In addition, various support personnel can have assigned roles (e. g. Level I CSR, Level 2 CSR), each with its own defined view and access to functions. · User Profiles allow diagnostic and remediation functions to be assigned to a user based on role and access privileges. · Proactive Diagnostics automatically initiates data collection on the customer environment prior to CSR involvement. · Real-time Network Map Retrieval enables service providers to access real-time data on the network elements for any given customer--allowing CSRs to understand the network topology. · Diagnostics and Utilities Panel enables CSRs to run a series of tests based on problem categories (e. g. , HSD or mobile broadband connectivity) and can track the execution of all test functions and recommend problem resolution. · Launch 3rd-party Tools from the CSC such as network element managers and network monitoring systems that are used by help desk personnel today. · User-specific Alerts can be automatically displayed based on user profile, as indicated in the alarm definition. · Detailed Event Recording, History and Notes maintains records for all test executions to which CSRs can add notes and can be accessed through the History tab. [. . . ] · Detailed Event Recording, History and Notes maintains records for all test executions to which CSRs can add notes and can be accessed through the History tab. · CSC Usage Reporting allows business analysts to retrieve a wide range of usage reports, ranging from per user statistics to overall test execution statistics. Figure 1. [. . . ]