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Motive Customer Service Console


As complex digital home and mobile broadband services penetrate deeper into the
mainstream, service providers must find better ways to manage and support these
services. Today it is commonplace for service providers to escalate help desk calls from
Level 1 support agents to more expensive Level 2 or Level 3 agents. Motive Customer
Service Console makes it easier for Level 1 help desk personnel to solve a wide range
of customer support issues. The result is a more efficient and effective call center, with
lower customer support costs and higher customer satisfaction.

Next-generation customer
care framework that quickly
guides the help desk through
problem triage, diagnosis and
Reduces call handle times by
providing automated, end-toend problem diagnosis and
Increases the efficiency of
CSRs by allowing them to
run workflows that guide
them through diagnostics and
Increases first call resolution
rate by providing CSRs with
critical quality of experience
(QoE) information, gathered
from across the entire service
delivery chain
Highly configurable help
desk interface provides the
flexibility of integrating CSC
into an existing help desk


Level 2 CSR), each with its own defined view and

A next-generation customer care framework is

access to functions.

critical for service providers in todays environment.

As the service set for consumers evolves, there

As an integral part of Motive next-generation

are many different touch points that impact service

customer care, CSC is closely tied to Motive Service

providers ability to manage the end-to-end customer

Management Platform (SMP) thereby enabling

experience. As services increase in complexity,

end-to-end problem diagnosis and resolution. CSC

customer service platforms must deliver superior

simplifies service troubleshooting and diagnostics

diagnostic, troubleshooting and problem resolution

by allowing CSRs to execute service management

capabilities in order to reduce subscriber churn and

actions based on workflows that have been created

positively impact support costs.

in SMP. Specifically, CSC proactively executes

diagnostic tests on the end-to-end service prior to any

Motive Customer Service Console (CSC) provides

CSR action. Subsequently, CSC uses the diagnostic

an application framework for support personnel

intelligence to perform automated remediation

to execute a wide variety of service management

functions. Additionally, CSC will provide CSRs with a

tasks. CSC has been designed for broad use as

detailed network map showing the real-time network

a purpose-built call center support tool. It allows

status for a given customer. Diagnostics and service

customer service representatives (CSR), service

management utilities are defined for common

verification teams, and field service technicians

problem categories, so support personnel can run

to execute management tasks related to service

tests, for example, on high-speed Internet (HSI) or

activation, support, and maintenance across the

mobile broadband connectivity, and directly launch

entire service delivery network (customer premise,

a utility such as rebooting a gateway or upgrading

backoffice and network). In addition, various support

firmware on a mobile device.

personnel can have assigned roles (e.g. Level I CSR,

CSC also provides help desk personnel with a


unified CSR console that has the ability to directly manage

Highly Configurable Help Desk Interface allows service

subscribers CPE. Endpoint Management allows CSRs to:

providers to easily design their own GUI for CSRs, including

View and configure device parameters, such as security

customized color schemes, icons, and panel locations.

and WiFi settings

Execute actions, such as a device reboot
View a log of actions that have occurred on devices

User Profiles allow diagnostic and remediation functions to

be assigned to a user based on role and access privileges.
Proactive Diagnostics automatically initiates data collection
on the customer environment prior to CSR involvement.

CSC is highly configurable and can run as a standalone

Real-time Network Map Retrieval enables service providers

system, or can be embedded within another application, such

to access real-time data on the network elements for any

as a CRM system. In addition, CSC can be integrated with the

given customerallowing CSRs to understand the network

Genesys Interaction Workspace. This allows CSC diagnostics


and troubleshooting to be embedded in Interaction

Workspace, providing a single agent interface for call handling
and service troubleshooting. This also allows CSC multichannel communications to leverage the Genesys call center
applications such as Chat and Conversation Manager.

Diagnostics and Utilities Panel enables CSRs to run a series

of tests based on problem categories (e.g., HSD or mobile
broadband connectivity) and can track the execution of all test
functions and recommend problem resolution.
Launch 3rd-party Tools from the CSC such as network
element managers and network monitoring systems that are
used by help desk personnel today.

Key Features

User-specific Alerts can be automatically displayed based on

Workflow Rendering allows CSRs to execute pre-built

diagnostics, service troubleshooting, and problem

user profile, as indicated in the alarm definition.

Detailed Event Recording, History and Notes maintains
records for all test executions to which CSRs can add notes

resolution workflows.
Genesys Interaction Workspace Integration provides
a single agent interface by embedding CSC diagnostics

and can be accessed through the History tab.

CSC Usage Reporting allows business analysts to retrieve a

and troubleshooting. Also allows CSC to use Genesys call

wide range of usage reports, ranging from per user statistics

center applications - for example Chat.

to overall test execution statistics.

Endpoint Management simplifies operations by allowing

service providers to manage endpoint devices (e.g.,
modems, gateways, PCs, set-top boxes) through a unified
CSR console.

Figure 1. Customer Service Console - Diagnostics
Motive, Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. 2011 Alcatel-Lucent. All rights reserved.