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6 Alcatel-Lucent Digital Home Care Solution
Key Features and Benefits
The Alcatel-Lucent Digital Home Care solution, as illustrated in Table 1,
helps you accelerate revenue generation from innovative triple-play
and high-speed Internet access (HSIA) services, achieve important
operational savings and keep customers satisfied, ensuring higher
customer retention.
SERVICE PROVIDER NEED
1.Reduce costly, time-consuming customer
support throughout service lifecycle.
2.Increase service profitability and maximize
customer service by reducing the number
of support calls.
3.Provide comprehensive triple-play
management by handling both the home
network and the access loop.
4.Maintain open choice and strategic
direction for CPE.
BENEFITS
• Control OPEX by keeping operational staff
at reasonable levels.
• Increase help-desk staff efficiency and avoid
unmanageable workload.
• Increase customer satisfaction through
better service quality and better customer
experience.
• Slash customer support costs.
• Increase ability to support even the largest
customer base.
• Enhance customer satisfaction by solving
nearly any problem instantly with 24x7
on-line support and problem resolution
capability.
• Resolve problems quickly and reduce
operating costs throughout the triple-play
service network.
• Maintain independence from CPE vendors,
increasing the freedom of selection and
future service evolution.
• Maintain negotiating power for lower
CPE prices.
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ALCATEL-LUCENT SOLUTION
• Zero-touch provisioning and self-installation
enable automatic configuration as soon as
the end user connects the device.
• Diagnosis and problem resolution can be
achieved quickly on both the home network
and customer DSL access line.
• Policy-based management for mass
operations allows you to define rules that
will trigger operations (e.g., firmware updates)
on a specific set of devices.
• Motive customer self-management modules
allow end users to solve problems on their
own by following simple, clear instructions.
• Solution determines service eligibility of
each line, avoiding further complex and
costly support and repair operations.
Troubleshooting operations can be handled
quickly, easily and accurately.
• DSL Forum TR-69 compliance enables
management of any compliant CPE.
• Broad interoperability tests are performed
to guarantee networking with major CPE
available on the market.
Table 1. Meeting Your Challenges