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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT
MOTIVE SERVICEVIEW FOR HOME
2
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
$500M
ESTIMATED IP-CONNECTED HOME
SERVICE REVENUES IN THE US IN 20...
3
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Source: BELL LABS ANALYSIS
1 SUPPORT
CALL CAN
ERASE ALL
PROFIT FOR...
4
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Motive ServiceView for Home
See and control
more of the
connected
...
5
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Service Management Platform
ServiceView
for Home
Support
Templates...
6
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
75% of consumers would rather
access online self-care than a
call ...
7
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SERVICES
HOME
NETWORK
DEVICES APPS
CUSTOMERS
E2E VISIBILITY AND CO...
8
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Source: BELL LABS ANALYSIS, COLEMAN PARKES GLOBAL CONSUMER SURVEY
...
9
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
USE CASE
Wi-Fi SYNCHRONIZATION
2 3
4
Customer can’t use some of
hi...
10
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
USE CASE
IN-HOME QoS SELF-SUPPORT
1. Consumer experiences video q...
11
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
LOWER COSTS to operate
by integrating with a home
network that is...
12
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
100BACKEND SYSTEMS
FOR CONVERGED
TIER 1 SP
INTEGRATED OVER
Proven...
Optimize the Connected Home Experience with Motive ServiceView for Home
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Optimize the Connected Home Experience with Motive ServiceView for Home

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Motive ServiceView for Home is a connected home management solution that enables operators to create new opportunities to engage customers through self-care, to see and control more of the connected home experience, and to resolve problems before customers experience them.

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Transcript of "Optimize the Connected Home Experience with Motive ServiceView for Home"

  1. 1. COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. ALCATEL-LUCENT MOTIVE SERVICEVIEW FOR HOME
  2. 2. 2 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. $500M ESTIMATED IP-CONNECTED HOME SERVICE REVENUES IN THE US IN 2013 6AVERAGE NUMBER OF CONNECTED DEVICES PER USA INTERNET HOUSEHOLD (Q1 2013) 75% OF 18-34 YEAR-OLDS USE THEIR CONNECTED TV TO WATCH OTT VIDEO 60% Source: PARKS ASSOCIATES, NPD GROUP OF USA AND CANADIAN HOMES WILL HAVE A HOME NETWORK BY THE END OF 2013 FOR SUBSCRIBERS AT HOME – THE HOME IS THE NETWORK.
  3. 3. 3 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Source: BELL LABS ANALYSIS 1 SUPPORT CALL CAN ERASE ALL PROFIT FOR A MONTH FROM A SUBSCRIBER 21% OF ISSUES TAKE 1 HOUR TO RESOLVE 89% OF CONSUMERS CHURNED FOLLOWING POOR CUSTOMER EXPERIENCE 47% SUPPORT CALLS ESCALATED Home network Smartphone IPTV VoIP phone Media server Gaming console Tablet Laptop Future applications Future applications Machine-to-machine Home security Health monitoring Energy management How do we exceed customer expectations to differentiate our brand? How do we manage the growing complexity of the connected home? How do we drive IP-connected home service revenues? CONNECTED HOME COMPLEXITY YIELDS A RANGE OF CHALLENGES
  4. 4. 4 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Motive ServiceView for Home See and control more of the connected home Resolve problems before customers experience them Create new opportunities to engage customers CUSTOMERS DEVICES NETWORKS SYSTEMS OPTIMIZE THE CONNECTED HOME EXPERIENCE
  5. 5. 5 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Service Management Platform ServiceView for Home Support Templates (Home Device Management and Support Home Network Management and Support) APPLICATIONS • Customer Service Console • Self-Service Console AGENT- ASSISTED CARE PROACTIVE CARE SELF-CARE PLATFORMS • Service Management Platform • Data Management Platform • ServiceView for Home Support Templates MANAGEMENT • Home Device Manager • Home Network Manager SERVICES B/OSS DEVICE AND NETWORK ANALYTICS APPS BROADBAND VIDEO VOICE SERVICE MANAGEMENT PLATFORM DATA MANAGEMENT PLATFORM DEVICE MANAGEMENT • FIXED • WIRELESS • TR-069 • SNMP HOME NETWORK MANAGEMENT PROFESSIONAL SERVICES SERVICEVIEW FOR HOME IS A BROADER CONNECTED HOME MANAGEMENT SOLUTION • ALU Professional Services
  6. 6. 6 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. 75% of consumers would rather access online self-care than a call center 86% of consumers are willing to pay 25% more for improved customer experience. Source: BELL LABS ANALYSIS, HARRIS INTERACTIVE, COLEMAN PARKES GLOBAL CONSUMER SURVEY Gamification Multi-channelProactive self-care Dynamic messaging Social media integration Enhanced CX environment integrated with subscribers’ lifestyles Reactive, problem-oriented SELF-SERVICE TRANSFORMATION AND IMPROVEMENT OPTIMIZED AND SIMPLIFIED SELF-SERVICE EXPERIENCE ON SMARTPHONES, TABLETS AND PCS CREATE NEW OPPORTUNITIES TO ENGAGE CUSTOMERS
  7. 7. 7 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. SERVICES HOME NETWORK DEVICES APPS CUSTOMERS E2E VISIBILITY AND CONTROL Pinpoint and resolve issues 70% of customers want all issues resolved in one call. CONNECTED HOME SERVICE DELIVERY SYSTEM EXPAND YOUR VIEW OF THE CONNECTED HOME ECOSYSTEM Source: HARRIS INTERACTIVE
  8. 8. 8 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Source: BELL LABS ANALYSIS, COLEMAN PARKES GLOBAL CONSUMER SURVEY Customers are 1.6x more likely to switch after one customer service call. 87% of customers less likely to churn when issues are proactively resolved. HOME NETWORK SERVICE MANAGEMENT PLATFORM HOME NETWORK MANAGER ISSUE RESOLUTION HOME DEVICE MANAGERHOME NETWORK DATA DEVICE DATA DEVICES DATA MANAGEMENT PLATFORM DATA COLLECTION AND ANALYSIS RESOLVE PROBLEMS BEFORE THEY HAPPEN
  9. 9. 9 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. USE CASE Wi-Fi SYNCHRONIZATION 2 3 4 Customer can’t use some of his Wi-Fi devices to go online User selects Wi-Fi devices to synchronize Uses opens his Self Support App 5 User ‘picks up’ new Wi-Fi profile using SSC on each device7 RGW Wi-Fi profile is retrieved CANNOT CONNECT TO Wi-Fi RESULTS: • The right Wi-Fi settings are synchronized across all devices in the home such that the end user does not have to manually configure SSID, security and password • Also used to safely disseminate Carrier Wi-Fi settings to subscriber devices ISP 1 SMP SMP generates device specific Wi-Fi profiles (using Mobile Device Configuration) Notification is sent to selected Wi-Fi devices (‘pick up your new Wi-Fi profile here’) 6 8 SSC validates Wi-Fi connectivity and takes device online
  10. 10. 10 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. USE CASE IN-HOME QoS SELF-SUPPORT 1. Consumer experiences video quality issues; consumer launches self care app (which runs an automated workflow) 2. IPTV-capable devices that are managed by the RGW are discovered and displayed 3. Consumer chooses what video experience to prioritize 4. Client s/w determines if the RGW supports QoS settings 5. QoS is set on RGW; client S/W automatically identifies which TR-98 properties to set. 6. IPTV stream on appropriate device is prioritized, and quality is restored HDM SMP Portal TR69 + HNM HV QoS Mgmt 1 3 4 5 2 WORKFLOW • Home network discovery and real-time network map • Home device configuration • IPTV Stream prioritization 6 LAN (Ethernet, Wi-Fi) Internet 1 2 3 4 5 6
  11. 11. 11 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. LOWER COSTS to operate by integrating with a home network that is optimized for your service offerings. INCREASE CUSTOMER SATISFACTION by helping them avoid the help desk. INCREASE REVENUE with targeted offers that make sense to your customers. 50% IMPROVEMENT IN CALL AVOIDANCE 88% OF PEOPLE USING SELF- HELP DID NOT CALL THE HELPDESK WITHIN 28 DAYS Source: STRATEGY ANALYTICS, HARRIS INTERACTIVE, BELL LABS ANALYSIS, NAI BEHAVIORAL TARGETING STUDY 88%WILLING TO PAY MORE FOR AN IMPROVED CUSTOMER EXPERIENCE 84% OF CUSTOMERS WOULD RECOMMEND SERVICE PROVIDERS THAT PROACTIVELY RESOLVE ISSUES Reduce AHT Improve FCR Improve NPS Increase ARPU OPTIMIZE THE CONNECTED HOME EXPERIENCE TO…
  12. 12. 12 COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED. 100BACKEND SYSTEMS FOR CONVERGED TIER 1 SP INTEGRATED OVER Proven scale – managing 80M home broadband devices for service providers worldwide 100M SERVICE OPERATIONS MONTHLY: 4.5M WORKFLOWS 160M DEVICES UNDER MANAGEMENT Source: BELL LABS ANALYSIS MOTIVE IS THE TRUSTED PARTNER OF +250 GLOBAL SERVICE PROVIDERS
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