Quebecor and Alcatel-Lucent Partner to Enhance Videotron Customer Service

by Istvan Fekete on December 9, 2015

Videotron-300x59If you haven’t been satisfied so far with Videotron’s customer service or the speed of troubleshooting, you may notice some positive changes in the near future. Quebecor, Videotron’s parent company, and Alcatel-Lucent have signed a partnership agreement, under which the latter will deploy its Motive Customer Experience Management (CEM) platform with the carrier to efficiently resolve potential customer equipment problems.

By using the Alcatel-Lucent Motive CEM Platform, Videotron will be able to effectively manage and troubleshoot its customers’ Wi-Fi routers. What this effectively means is faster activation of new services, automatic device updates, and quicker response to customer care calls.

Pierre Roy Porretta, Vice-president Engineering, Research and Development of Videotron said: “With many different and changing Internet connected devices from many different companies, we often have to configure, update, monitor, diagnose and troubleshoot for each of our customers on any given day. Simplifying device management is critical for us to continue to provide the high level of service our customers have come to expect from Videotron.”

As a direct result of the partnership, Videotron is deploying the Motive Device Management and Motive Service Management and Orchestration, which aims to remotely detect and resolve issues for Internet customers based in Québec.

To make this service work, Alcatel-Lucent will provide service agents with Motive Home Device Manager (HDM), Motive Service Management Platform (SMP), and Motive Customer Service Console (CSC).

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Written by: Istvan Fekete. www.digitcom.ca. Follow TheTelecomBlog.com by: RSS, Twitter, Facebook, or YouTube.

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