BT has selected the Motive ServiceView Solution Suite to support its high-speed Internet, IPTV and VoIP services. Motive is a leading provider of customer experience management software for broadband and mobile data services, and BT already uses Motive tools to improve its service. However, this is the first deployment of the ServiceView Solution Suite in the UK.

ServiceView will deliver a unified triple-play customer care toolset for BT’s help desk representatives. Using ServiceView, call center representatives have end-to-end visibility and control of broadband services, with automated problem analysis and resolution for BT’s network. Building upon its industry-leading customer care, BT will leverage the Motive ServiceView Solution Suite to empower BT to quickly pinpoint customer issues and take corrective action on complex problems affecting their service. This in turn will give consumers a consistent and simple customer experience - building lasting brand loyalty for BT, while reducing operational costs and bolstering profitability. Alcatel-Lucent will also provide BT with a complete set of services - encompassing installation, project management and software customization and integration.

ServiceView will also support BT customers during the nationwide rollout of YouView (formerly known as Project Canvas), an open, Internet-connected television platform built on common standards, by the United Kingdom’s terrestrial broadcasters BBC, Channel 4, ITV plc and communications companies Arqiva, BT and TalkTalk.

The Alcatel-Lucent Motive portfolio is a key element of Alcatel-Lucent’s High Leverage Network architecture - a fully converged, scalable, next generation, all-IP multiservice infrastructure that enables operators to deliver traffic more reliably, efficiently and at the lowest cost, while also leveraging the network to generate revenue from sophisticated managed services and applications.