Videotron to enhance customer service experiences of Internet subscribers in Canada

NEW DELHI: French telecom giant Alcatel-Lucent said that it is deploying its motive customer experience management (CEM) Platform with Videotron to efficiently identify and resolve customer's potential equipment problems.

Canadian telecommunications Videotron provides a broad range of video, voice, data and wireless services throughout Québec province.

“Using the Alcatel-Lucent motive CEM Platform, Videotron will have the capability to manage and troubleshoot its customer’s Wi-Fi routers. That means more rapid activation of new services, automatic device updates and quicker response to customer care calls,” the company said.

“Videotron is deploying the motive device management and motive Service Management and Orchestration to remotely and proactively detect and resolve issues for Internet customers throughout Québec,” it said.

“Simplifying device management is critical for us to continue to provide the high level of service our customers have come to expect from Videotron,” said Pierre Roy Porretta, Vice-president Engineering, Research and Development of Videotron.

“Videotron is using our motive customer experience management platform to make the service experiences of its Internet customers the best they can be by solving issues that come into the help desk in less time and addressing potential issues before they happen. By doing so, Videotron is improving the quality of the customer experience, while also reducing its operating costs and building customer loyalty,” said Alex Giosa, Alcatel-Lucent Canada President.