Pro-active line management | Customer care integration |
Pro-active management will enable you to detect problems before they impact your customers, or correct problems automatically through dynamic line reconfiguration. The Alcatel-Lucent 5530 NA monitors your DSL lines and detects degrada- tion trends in line transmission quality. Dynamic Line Manage- ment is a further capability that automatically rearranges line configu- ration parameters to stabilize lines and assure they are working at the best performance possible. This capability can stabilize up to 70 percent of your problem lines, eliminating customer frustration and operational costs.
The Alcatel-Lucent 5530 NA has also been extended to support customer care processes. This gives you visibility of simplified line quality information, letting you design the workflows you need to guide call center agents — quickly and efficiently — through problem resolution steps. By enabling agents to take an active role in problem resolution, operational costs and service downtime will be significantly reduced. What’s more, better support means happier customers.
Figure 3. Putting the call center at the core of your troubleshooting process
Call center | Network operations center |
(first level support) | (second level support) |
Customer service representative | DSL experts |
Escalation
•Simplified customer line information
•Guidance for resolution or escalation
•Based on fully customizable workflow
6Alcatel-Lucent 5530 Network Analyzer
