Optimize the Connected Home Experience with Motive ServiceView for Home
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Transcript of Optimize the Connected Home Experience with Motive ServiceView for Home
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
$500M ESTIMATED IP-CONNECTED HOME SERVICE REVENUES IN THE US IN 2013
6 AVERAGE NUMBER OF CONNECTED DEVICES PER USA INTERNET HOUSEHOLD (Q1 2013) 75%
OF 18-34 YEAR-OLDS USE THEIR CONNECTED TV TO WATCH OTT VIDEO
60%
Source: PARKS ASSOCIATES, NPD GROUP
OF USA AND CANADIAN HOMES WILL HAVE A HOME NETWORK BY THE END OF 2013
FOR SUBSCRIBERS AT HOME –
THE HOME IS THE NETWORK.
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Source: BELL LABS ANALYSIS
1 SUPPORT CALL CAN ERASE ALL PROFIT FOR A MONTH FROM A SUBSCRIBER
21% OF ISSUES
TAKE 1 HOUR
TO RESOLVE
89% OF CONSUMERS CHURNED FOLLOWING POOR CUSTOMER EXPERIENCE
47% SUPPORT CALLS
ESCALATED
Home network
Smartphone
IPTV
VoIP phone
Media server
Gaming console
Tablet
Laptop
Future applications Future applications
Machine-to-machine
Home
security
Health
monitoring
Energy management
How do we exceed
customer expectations to
differentiate our brand? How do we manage
the growing complexity
of the connected home?
How do we drive
IP-connected home
service revenues?
CONNECTED HOME COMPLEXITY
YIELDS A RANGE OF CHALLENGES
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Motive ServiceView for Home
See and control more of the connected home
Resolve problems before customers experience them
Create new opportunities to engage customers
CUSTOMERS
DEVICES
NETWORKS
SYSTEMS
OPTIMIZE THE CONNECTED
HOME EXPERIENCE
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Service Management Platform
ServiceView
for Home
Support
Templates
(Home Device
Management and Support
Home Network
Management and Support)
APPLICATIONS
• Customer Service Console
• Self-Service Console
AGENT-
ASSISTED CARE PROACTIVE CARE SELF-CARE
PLATFORMS
• Service Management
Platform
• Data Management Platform
• ServiceView for Home
Support Templates
MANAGEMENT
• Home Device Manager
• Home Network Manager
SERVICES
B/OSS
DEVICE AND
NETWORK
ANALYTICS
APPS BROADBAND VIDEO VOICE
SERVICE MANAGEMENT PLATFORM
DATA MANAGEMENT PLATFORM
DEVICE
MANAGEMENT • FIXED • WIRELESS • TR-069 • SNMP
HOME NETWORK
MANAGEMENT PROFESSIONAL SERVICES
SERVICEVIEW FOR HOME IS A BROADER
CONNECTED HOME MANAGEMENT SOLUTION
• ALU Professional Services
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
75% of consumers would rather
access online self-care than a
call center
86% of consumers are willing
to pay 25% more for improved
customer experience.
Source: BELL LABS ANALYSIS, HARRIS INTERACTIVE, COLEMAN PARKES GLOBAL CONSUMER SURVEY
Gamification
Multi-channel Proactive
self-care
Dynamic
messaging
Social media
integration
Enhanced CX
environment integrated
with subscribers’
lifestyles
Reactive,
problem-oriented
SELF-SERVICE TRANSFORMATION
AND IMPROVEMENT
OPTIMIZED AND SIMPLIFIED
SELF-SERVICE EXPERIENCE ON
SMARTPHONES, TABLETS AND PCS
CREATE NEW OPPORTUNITIES
TO ENGAGE CUSTOMERS
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SERVICES
HOME
NETWORK DEVICES APPS
CUSTOMERS
E2E VISIBILITY AND CONTROL
Pinpoint and resolve issues
70% of customers want all
issues resolved in one call.
CONNECTED HOME SERVICE DELIVERY SYSTEM
EXPAND YOUR VIEW OF THE
CONNECTED HOME ECOSYSTEM
Source: HARRIS INTERACTIVE
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Source: BELL LABS ANALYSIS, COLEMAN PARKES GLOBAL CONSUMER SURVEY
Customers are 1.6x more
likely to switch after one
customer service call.
87% of customers less likely
to churn when issues
are proactively resolved.
HOME NETWORK
SERVICE MANAGEMENT PLATFORM
HOME NETWORK MANAGER
ISSUE RESOLUTION
HOME DEVICE MANAGER HOME
NETWORK DATA
DEVICE DATA
DEVICES
DATA MANAGEMENT PLATFORM
DATA COLLECTION AND ANALYSIS
RESOLVE PROBLEMS
BEFORE THEY HAPPEN
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
USE CASE
Wi-Fi SYNCHRONIZATION
2 3
4
Customer can’t use some of
his Wi-Fi devices to go online
User selects Wi-Fi devices to synchronize
Uses opens his Self
Support App
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User ‘picks up’ new Wi-Fi profile using SSC on each device 7
RGW Wi-Fi profile is retrieved
CANNOT CONNECT TO Wi-Fi
RESULTS:
• The right Wi-Fi settings are synchronized across all devices in the home such that the end user does not have to
manually configure SSID, security and password
• Also used to safely disseminate Carrier Wi-Fi settings to subscriber devices
ISP
1
SMP
SMP generates device specific Wi-Fi
profiles (using Mobile Device
Configuration)
Notification is sent to selected Wi-Fi devices
(‘pick up your new Wi-Fi profile here’) 6
8 SSC validates Wi-Fi connectivity and takes device online
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
USE CASE
IN-HOME QoS SELF-SUPPORT
1. Consumer experiences video quality
issues; consumer launches self care app
(which runs an automated workflow)
2. IPTV-capable devices that are managed
by the RGW are discovered and
displayed
3. Consumer chooses what video
experience to prioritize
4. Client s/w determines if the RGW
supports QoS settings
5. QoS is set on RGW; client S/W
automatically identifies which TR-98
properties to set.
6. IPTV stream on appropriate device
is prioritized, and quality is restored
HDM
SMP
Portal
TR69 +
HNM
HV QoS Mgmt
1 3
4 5
2
WORKFLOW
• Home network discovery
and real-time network map
• Home device configuration
• IPTV Stream prioritization
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LAN (Ethernet, Wi-Fi)
Internet
1
2
3
4
5
6
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
LOWER COSTS to operate
by integrating with a home
network that is optimized
for your service offerings.
INCREASE CUSTOMER
SATISFACTION by
helping them avoid
the help desk.
INCREASE REVENUE
with targeted offers
that make sense to
your customers.
50% IMPROVEMENT IN
CALL AVOIDANCE
88% OF PEOPLE USING SELF-
HELP DID NOT CALL THE
HELPDESK WITHIN 28 DAYS
Source: STRATEGY ANALYTICS, HARRIS INTERACTIVE, BELL LABS ANALYSIS, NAI BEHAVIORAL TARGETING STUDY
88% WILLING TO PAY MORE
FOR AN IMPROVED
CUSTOMER EXPERIENCE
84% OF CUSTOMERS WOULD RECOMMEND
SERVICE PROVIDERS THAT
PROACTIVELY RESOLVE ISSUES
Reduce
AHT
Improve
FCR
Improve
NPS
Increase
ARPU
OPTIMIZE THE CONNECTED
HOME EXPERIENCE TO…
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COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
100 BACKEND SYSTEMS FOR CONVERGED TIER 1 SP
INTEGRATED OVER
Proven scale – managing
80M home broadband devices
for service providers worldwide
100M SERVICE OPERATIONS
MONTHLY:
4.5M WORKFLOWS
160M DEVICES UNDER MANAGEMENT
Source: BELL LABS ANALYSIS
MOTIVE IS THE TRUSTED PARTNER OF
+250 GLOBAL SERVICE PROVIDERS