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8 Alcatel-Lucent Digital Home Care Solution
Enables Effective Customer Support
With the Alcatel-Lucent Digital Home Care solution,
you have the right set of tools to manage your customer
support issues. Motive’s FAST solutions provide assisted-
and self-service support capabilities that simplify the
processes of setting up, managing and troubleshooting
next-generation service delivery, regardless of whether
subscribers choose to interact with providers online
or via the telephone. The benefit to your users is a more
satisfying and convenient service experience. The benefits
to you include decreased help-desk calls, higher produc-
tivity, and the capability to more profitably serve a
greater number of customers.
Supports Advanced Customer Self-care
The self-care application guides your customers through
the different steps required to activate new services or
resolve problems. When customers encounter service
problems, they can access the self-care application, which
diagnoses the problem and assists them through all the
steps required to resolve it in an easy and intuitive way. A
wide array of problems affecting the home envi ronment
or service settings can be addressed, to return services
to normal. This is achieved with intelligent automation
that can handle problems ranging from configuration
to parameter settings (for example, unsolicited change
of e-mail parameter), to the many possible compatibility
issues between services and devices in place (for example,
changes to firewall settings required for specific online
games). Table 2 outlines the applications provided by
the Alcatel-Lucent Digital Home Care solution.
Home Network Management
• Zero-touch provisioning and
activation
• Automatic configuration and
software updates
• Proactive state monitoring
• Advanced problem diagnosis
• Home-network troubleshooting
• Granular or mass (policy-based)
home-network operations
• Configuration management and
automatic updates
• Inventory management and queries
• Software management (mass
downloads, service-support updates,
bug fixes)
• Provisioning and activation (CPE, new
services, etc.)
• Problem diagnosis
• Problem resolution (network
configuration, parameter settings,
software update, etc.)
Access Loop Management
• Access-loop pre-qualification and
verification
• Proactive-state monitoring
• Advanced problem diagnosis
• Access-loop troubleshooting
• Access-loop problem diagnosis
• Access-loop problem resolution
Service Management
• Customer self-activation
• Problem diagnosis (home network,
services, access loop)
• Problem resolution (home network,
services, access loop)
• In-Home service configuration (home-
network discovery, file/print sharing,
wireless-connection management
• CSR-assisted mode
• Customer self-care mode
Service Fulfillment
Service Assurance
Home Operations
Customer Support
Table 2. Alcatel-Lucent Digital Home Care Solution Applications