Alcatel-Lucent ALU is set to deploy its proprietary Motive Customer Experience Management (“CEM”) Platform to enhance Canada-based telecommunication company Videotron’s service quality and curtail operational costs.
In particular, Alcatel-Lucent will offer Motive Home Device Manager, Motive Service Management Platform and Motive Customer Service Console platforms for addressing Videotron subscriber’s equipment problems.
Videotron, which boasts a wide range of offerings including video, voice, data and wireless, intends to come up with new services and device updates with the assistance of Alcatel-Lucent’s CEM platform. These applications will allow the company to update software, monitor customer premise equipment, reduce the time required to solve troubleshoot issues and thereby enhance customer satisfaction.
Alcatel-Lucent’s Motive portfolio has managed to briskly shake off competition from peers and has emerged as one of the dominant players in the Customer Experience Management solutions market. With 600 global deployments, the company’s CEM platform has garnered unparalleled reputation as a highly efficient device management platform.
So far this year, some very prominent names like UAE’s pioneer telecommunications firm Etisalat and Spanish broadband and telecommunications provider Telefónica TEF have adopted Alcatel-Lucent’s CEM platform. As a matter of fact, CEM has emerged as one of the strongest growth drivers for the company, which recently inked an agreement to acquire Mformation, a New Jersey-based firm that will particularly benefit the CEM platform.
Our Take
According to the latest market reports published by Markets and Markets, the global CEM market is forecasted to grow at a CAGR of 19.9% from 2015 to 2020, expected to reach the $10.77 billion mark by 2020. Lately, the demand for advanced devices like smartphones and tablets is on the rise. This trend is in turn fueling demand for brand improvement and customer relationship enhancement on the part of business organizations. Meanwhile, in order to tap in on this booming sector, major technology behemoths like Oracle Corporation ORCL and International Business Machines Corporation IBM are vying to garner better traction.
In fact, a whole gamut of industries including IT communication, telecommunication, public sector, energy & utilities, banking, financial services & insurance, retail, travel & hospitality, manufacturing, and media & entertainment are increasingly adopting this platform. Taking the escalating demand into consideration, Alcatel-Lucent’s growing popularity among cable operators and traditional communications service providers bodes well for this Zacks Rank #3 (Hold) company’s long-term prospects.
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