Etisalat taps Alcatel-Lucent for CEM upgrade

Alcatel-Lucent has won a contract with United Arab Emirates (UAE) telco Etisalat to provide a customer experience management (CEM) system. The vendor will supply its Motive portfolio of CEM solutions to help Etisalat serve both fixed and mobile subscribers. The contract includes an upgrade of call centre software, including new workflow tools for agent-assisted, self-help and proactive care to enhance the end-to-end customer experience across mobile data, mobile voice, IPTV, entertainment, ultra-broadband internet access and voice services. Other services covered by the Motive CEM suite include device management, service management and orchestration, analytics and content management.