Enables Effective Customer Support
With the Alcatel-Lucent Digital Home Care solution, you have the right set of tools to manage your customer support issues. Motive’s FAST solutions provide assisted- and self-service support capabilities that simplify the processes of setting up, managing and troubleshooting next-generation service delivery, regardless of whether subscribers choose to interact with providers online or via the telephone. The benefit to your users is a more satisfying and convenient service experience. The benefits to you include decreased help-desk calls, higher produc- tivity, and the capability to more profitably serve a greater number of customers.
Table 2. Alcatel-Lucent Digital Home Care Solution Applications
Supports Advanced Customer Self-care
The self-care application guides your customers through the different steps required to activate new services or resolve problems. When customers encounter service problems, they can access the self-care application, which diagnoses the problem and assists them through all the steps required to resolve it in an easy and intuitive way. A wide array of problems affecting the home environment or service settings can be addressed, to return services to normal. This is achieved with intelligent automation that can handle problems ranging from configuration to parameter settings (for example, unsolicited change of e-mail parameter), to the many possible compatibility issues between services and devices in place (for example, changes to firewall settings required for specific online games). Table 2 outlines the applications provided by the Alcatel-Lucent Digital Home Care solution.
| Home Network Management | Access Loop Management |
Service Fulfillment | • Zero-touch provisioning and | • Access-loop pre-qualification and |
| activation | verification |
•Automatic configuration and software updates
Service Assurance | • Proactive state monitoring | • Proactive-state monitoring |
| • Advanced problem diagnosis | • Advanced problem diagnosis |
| • Home-network troubleshooting | • Access-loop troubleshooting |
| | |
Home Operations | • Granular or mass (policy-based) | |
| home-network operations | |
| • Configuration management and | |
| automatic updates | |
| • Inventory management and queries | |
| • Software management (mass | |
| downloads, service-support updates, | |
| bug fixes) | |
| | |
Customer Support | • Provisioning and activation (CPE, new | • Access-loop problem diagnosis |
| services, etc.) | • Access-loop problem resolution |
| |
| • Problem diagnosis | |
| • Problem resolution (network | |
| configuration, parameter settings, | |
| software update, etc.) | |
| | |
Service Management
•Customer self-activation
•Problem diagnosis (home network, services, access loop)
•Problem resolution (home network, services, access loop)
•In-Home service configuration (home- network discovery, file/print sharing, wireless-connection management
•CSR-assisted mode
•Customer self-care mode
8 Alcatel-Lucent Digital Home Care Solution
