Motive Home Solutions

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1 Motive Home Solutions

2 Motive Home Solutions automate and simplify the key interactions that impact the connected home experience. The connected home is no longer a futuristic concept. Research indicates that the number of broadband-enabled households worldwide will grow from nearly 440 million today to 1.2 billion in the next two decades.* As broadband service goes mainstream, demand for new devices, applications and services that connect to the home network is also growing. Motive s Home Solutions offer service providers a unified set of products for managing the connected home and the growing number of devices, services and applications that exist within it. By automating and simplifying complex service processes such as offer, activation, support and maintenance, Motive s solutions for the connected home make it easy for providers to deliver a consistent, quality experience throughout the customer experience lifecycle. * The Diffusion Group

3 The Connected Home Experience The explosion of digital connections represents both challenge and opportunity for broadband service providers. As the home network becomes more complex, consumers are looking to their ISPs for help in making all of their digital products and services work together, simply and easily. However, delivering that experience is anything but simple. Even a single service, such as IPTV or VoIP, can involve multiple devices, operating systems and software applications, making it difficult to deliver a consistent, quality customer experience. That s why electronics retailers often see computer equipment return rates of 30 to 50 percent. This and other market research highlights the critical role the customer experience plays in the success of new products and services. Recent advances in the design of digital products and services such as the iphone, Google TV and DVRs have raised expectations for a simplified, appliance-like usability. These expectations present a major challenge and an opportunity for service providers. A superior customer experience can become a mainstream growth enabler. Likewise, a less than inviting experience can quickly translate into a growth inhibitor. In order to successfully manage the connected home, providers must address the potential barriers to delivering a positive customer experience: the increase in technical complexity; high customer expectations; and the rapid changes occurring in the service delivery ecosystem. CASE STUDY: BELL CANADA Value-added services like VoIP, security, IPTV and home networking are inherently more complex than merely providing a broadband connection. Providers must shield their customers from the complexity so they don t become frustrated and give up. Bell Canada is achieving this by building customer experience management technology from Motive directly into its value-added services. In essence, Motive s software makes Bell Canada s services self-managing and therefore easier to install, use and support. The net result is an effortless, satisfying and entertaining customer experience no matter how complex the underlying technology of the service may be. Our big challenge in the future is delivering on the complexity of the broadband home. And we need every tool to make it simple that we can possibly get. Motive is a great partner to provide that. Bell Canada

4 Managing the Connected Home Unify service management Motive s Home Solutions can be built into any broadband-enabled network, device, application or service to deliver a seamless customer experience. The foundation of Motive s Home Solutions is a unified service management platform that supports end-to-end customer experience lifecycle management. Using Motive Home Solutions, both customers and help desk agents can quickly provision and activate new services, and prevent or resolve common service issues that occur at key points in the customer experience lifecycle. Device & network agnostic Motive s Home Solutions can be used across different networks and devices, giving providers the flexibility they need to deliver fast, effective support. For example, providers can automatically configure and set up a home network, and add services such as IPTV or VoIP. And because today s devices exist in a connected universe, Motive provides visibility into the entire service delivery chain, including back office systems, third party partner systems and customer equipment such as a mobile handset or residential gateway. Multi-channel choices Different customers have different preferences for how they interact with a service provider. Some will want to visit a Web site, some prefer online chat, while still others will want to call for help. Motive enables providers to deliver the same superior service experience over the customer s contact channel of choice, while providing agents with the key system and diagnostic information they need to optimize the experience. With Motive, customers can choose their service channel and switch seamlessly from web to phone without losing their service history. Automatically activate new services and applications Making it easy to activate advanced home services and applications is the first step in delivering a superior customer experience. Motive s Home Solutions automatically activate a customer s new service, first qualifying the customer s equipment and software to ensure they meet the provider s minimum service requirements, then guiding the customer through the steps required to complete the process. Even complex processes such as configuring devices can be automated so that customers don t have to struggle with technical terms and processes. Robust diagnostic capabilities in the activation flow quickly isolate and solve problems that might arise during the activation process, ensuring subscribers can consistently and successfully complete the provisioning process. Providers can also offer value-added services such as home automation or energy management to the customer during the set-up process the time when they are most likely to purchase. The results are lower subscriber acquisition costs, increased average revenue per customer, and improved customer satisfaction and retention.

5 Guide customers with self-service Activating a customer s service is just the first step. Keeping them satisfied over the entire service lifecycle is critical to reducing churn and increasing average revenue per user. Motive s Home Solutions provide automated self service and support options throughout the customer lifecycle, reducing support costs and improving customer satisfaction. Using Motive Home Solutions, providers can offer guided assistance for many common problems and processes, regardless of their connection status. And, unlike manual troubleshooting methods, Motive s intelligent troubleshooting workflows require minimal user input, shielding the customer from technical complexity. Simplify assisted service When live assistance is needed, Motive Home Solutions makes it easy to connect subscribers to the provider s help desk. All of the diagnostic information collected as part of the customer s troubleshooting process is automatically forwarded to an agent to help speed resolution. Motive software then guides help desk agents through complex troubleshooting and repair processes, and recommends specific solutions. And because Motive s help desk interface is designed for level-one help desk agents, frontline staff can handle a wider variety of technical support issues, speeding time to resolution and reducing the need to escalate many issues to more technical staff. With Motive Home Solutions, providers are always one step ahead of customer needs. Eighty percent of companies believe they deliver a superior customer experience, but only eight percent of their customers agree. Bain & Company

6 Motive Home Solutions Access Network Management Solution The performance requirements of today s DSL and fiber lines are rising dramatically as demand for rich media services escalates. Lines are being pushed closer to their limits by services such as streaming video and voice that require greater stability and quality. The Motive Access Network Management Solution helps service providers ensure their DSL and fiber loops meet the increased quality and stability requirements necessary to support today s rich media services. Using Motive s Access Network Management Solution, providers can make more appropriate service rollout decisions, streamline service delivery, improve service quality, reduce service downtime and speed problem resolution. Broadband Services Activation Solution Service activation is the first point of contact with your customer. Even for existing customers who subscribe to new services, the quality of the activation experience leaves a lasting impression that can ultimately impact the longevity of the relationship. Motive s Broadband Services Activation Solution provides a complete approach to broadband service activation, laying the groundwork for providers to easily add new subscribers while ensuring a positive, consistent user experience during the entire service lifecycle. Broadband Services Care Solution Subscribers who experience problems with their broadband service do not want to search through complex articles for solutions or wait endlessly on hold for support. Motive s Broadband Services Care solution simplifies customer care by putting the power to resolve common technical support issues in the hands of consumers. In addition, Motive equips frontline help desk agents with advanced problem resolution tools that quickly and efficiently solve problems. Home Device Management Solution Today s households increasingly own multiple broadband-enabled devices, have a wireless network, and are accessing rich media services such as streaming music and video. Motive s Home Device Management solution gives service providers a simple way to support home networks and bring new offerings to the network faster, with lower operational costs and increased adoption rates. Applications Management Solution The growing popularity of home networks has given service providers the opportunity to extend their reach beyond the triple play. New applications such as home surveillance, home security, home automation and e-health are being considered, along with opportunities to extend current IPTV services to include content, multimedia and entertainment applications. Motive s Applications Management solution helps service providers simplify the deployment and management of new home services deployed on next-generation customer premises equipment. Motive offers comprehensive lifecycle management of services and applications, encompassing service creation, activation, update, troubleshooting and inventory.

7 ServiceView for High-Speed Internet The complexity involved in delivering High Speed Internet (HSI) services is driving up costs for service providers. Savvy telecom operators understand that the customer experience is key, but manual processes, proprietary technologies and organizational silos are limiting their service management options. Motive s High-Speed Internet (HSI) ServiceView Solution expands the provider s service management capabilities by offering complete visibility and control of the HSI service across the entire service delivery chain and throughout the customer lifecycle. ServiceView for IPTV The sheer complexity involved in delivering IPTV services is hindering new service rollouts and driving up costs for telecom service providers. Manual processes, proprietary technologies and organizational silos are all limiting service management options. Motive s IPTV ServiceView Solution changes that picture, giving providers complete visibility and control of the IPTV service across the entire service delivery chain and throughout the customer experience lifecycle. ServiceView for VoIP A typical VoIP deployment involves dozens of hardware components, software applications and technologies, both inside the customer s home and across the provider s network. Each of these pieces must work together seamlessly and reliably to deliver a quality VoIP experience that customers have already come to expect. Motive s ServiceView for VoIP Solution delivers complete visibility and control of the provider s VoIP service across the entire service delivery chain and throughout the customer lifecycle. Motive s solution goes beyond basic network monitoring to deliver key capabilities that improve your insight, reduce operational costs and streamline key service management processes.

8 Committed to Open Standards MotiveSmart CPE Verification Program The MotiveSmart Verification Program uses standards verification testing to enable partners to rapidly develop, market and sell customer premises equipment that leverages Motive s industry leading customer experience management products. These products represent worldclass solutions for broadband service providers that are bringing new home services to market. Motive s unique approach to device testing begins by testing baseline interoperability of CPE with industry standards such as the DSL Forum s TR-069, TR-064, TR-104 and PD-194. The program then builds on that foundation to ensure that Motive and its partners can support the real needs of broadband service providers all over the world. TR-069 Interoperability Motive s approach to verification testing is based on solutions that provide automated problem diagnosis, resolution and service management capabilities across each of the primary support channels electronic, phone and . Interoperability with Motive s device management solutions support capabilities such as: Zero-touch device configuration and web-based service registration Auto-provisioning of new services and proactive self-service problem resolution Policy management and automated device upgrading and tuning We were very impressed by Motive s proven interoperability with a wide range of routers and devices, and with its commitment to evolving DSL Forum standards. Their vision of the future in these areas aligns very closely to our own. Motive gives us the flexibility to select our CPE from a wide range of products with the confidence that we will be able to support them, without developing yet another system. BT Retail

9 The product information in this brochure is for informational purposes only and is subject to change at Motive s sole discretion without notice. Motive has no obligation or commitment to develop or deliver any future release, upgrade, feature, enhancement or function described in this brochure. The information is provided AS IS, with all faults, and without any warranties whatsoever, express or implied, including, but not limited to, warranties of merchantability, performance, or fitness for a particular purpose. Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein Alcatel-Lucent. All rights reserved

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