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 end- user support at a reasonable level with a high degree of automation and advanced customer-support capabilities (see Figure 3).
Less Costly Operations
The Alcatel-Lucent Digital Home Care makes your home-network management easier by allowing you to manage even large numbers of devices and customer homes with a reasonably sized team. It accelerates service deployment and time-to- revenue thanks to intelligent automation tools and embedded expertise, enabling you to download the right software add-ons, support new service features or adapt the home-network configuration auto- matically, when required by new service deployment.
Fewer Problems, Faster Resolution
The solution enables flow-through, end-to-end processes for all fulfill- ment and activation tasks, including line pre-qualification, zero-touch provisioning and new activation. The solution also helps you increase service quality on a broad scale with advanced tools for service assurance, from proactive to reactive manage- ment capabilities. When problems occur, regardless of origin, network operators can diagnose and resolve them quickly from a remote man- agement position, avoiding costly truck rolls.
Fewer Help Desk Calls
The ultimate objective of the Alcatel-Lucent Digital Home Care Solution is to create a better experience that results in more satisfied customers, as well as increased revenues. You can keep you customers’ home networks and associated services up and running while shielding end users from technical complexity. Installation support and problem resolution are easy, intuitive and available 24x7 with advanced self-service capabilities that put the end user in control and remove your management burden.
Figure 3. Comprehensive Solution for All Digital Home Management Needs
| Fulfillment and Zero-Touch Activation | | | | | | | | | |
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| New service | | | | Line | | | | | Zero-Touch | | | Automatic CPE | |
| subscription | | Pre-Qualification | | | | | Activation | | Configuration Update | |
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| Assurance and Home Mass Operations | | | | | Problem detection |
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| Home Mass | | | | Inventory and | | | | Pro-Active | | | Diagnostics and | |
| Operations | | | Status Management | | | | Monitoring | | | Troubleshooting | |
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| Customer Support and Self-Service | | | | | | | | | | | | | |
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| Service-affecting | | Troubleshooting | | | | Troubleshooting | |
| problem | | (Self-Care Mode) | | | | (Assisted Mode) | |
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| HSIA | E-mail | | WiFi | IPTV | VoIP | | Security | | Parental Control |
Alcatel-Lucent Digital Home Care Solution 5
