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Press Release -- May 21st, 2012
Source: Alcatel-Lucent

Alcatel-Lucent launches new customer experience service to assure consistent quality for users of smartphones and tablet devices

Motive Customer Experience solutions to be offered to operators as a managed service, with patent-pending methodology from Bell Labs removing the guesswork in the improvement of customer satisfaction

TM Forum, Dublin, May 21, 2012 – Alcatel-Lucent (Euronext Paris and NYSE: ALU) is today launching a new managed service for telecommunications operators and service providers that will allow them to assure consistent quality of service for their subscribers.

Drawing on Alcatel-Lucent’s Motive Customer Experience Solutions portfolio – launched in February – as well as patent-pending methodology developed by Bell Labs, the new managed service will monitor and improve aspects of a consumer’s experience that have the most impact on their satisfaction with the service provider – anything from dropped calls to issues with video downloads and connecting to the Internet.

The Bell Labs methodology used by the new managed services takes a unique approach to determining the most accurate and reliable indicators of customer satisfaction, which can be customized for each individual service provider. It uses service modeling – directly aligned with the service provider’s business priorities – to determine how best to measure service quality and identify the appropriate ways of addressing customer concerns. Motive solutions are then used to proactively detect, isolate, and help resolve issues that can impact the customer experience. This approach gives service providers a focused and tangible way to increase customer satisfaction and strengthen subscriber loyalty.

Commenting on the announcement, Analyst Curtis Price of IDC said: “With this new offering, Alcatel-Lucent combines expertise from Bell Labs and its Motive Customer Experience solution to deliver a managed service that expands beyond basic network performance and focuses on providing consistent service quality across a variety of devices. This offering will allow service providers to take a customer-centric approach to improve customer loyalty by ensuring a high quality service experience for the services their customers receive”.

This new approach to delivering managed services takes advantage of Alcatel-Lucent’s existing base of network operations centers, and extensive experience delivering managed services to service providers worldwide.

Adolfo Hernandez, President of Alcatel-Lucent’s Software, Services & Solutions group said: “The Motive Customer Experience Solutions portfolio has quickly become the gold standard for service providers to manage their customer relationships. This new managed services offering provides a flexible way for our customers to benefit from its capabilities. We are so convinced of the power of the Bell Labs methodology that we believe our managed services customers will not only be able to assure quality levels for particular services, but actually offer commitments related to the experience people have using those services.”

The new managed service, called Managed Service Quality and Assurance (MSQA), is available now.

About Alcatel-Lucent (Euronext Paris and NYSE: ALU)

The long-trusted partner of service providers, enterprises and governments around the world, Alcatel-Lucent is a leading innovator in the field of networking and communications technology, products and services. The company is home to Bell Labs, one of the world’s foremost research centers, responsible for breakthroughs that have shaped the networking and communications industry. Alcatel-Lucent was named one of MIT Technology Review’s 2012 Top 50 list of the “World’s Most Innovative Companies” for breakthroughs such as lightRadio™, which cuts power consumption and operating costs on wireless networks while delivering lightning fast Internet access. Through such innovations, Alcatel-Lucent is making communications more sustainable, more affordable and more accessible as we pursue our mission – Realizing the Potential of a Connected World.

With operations in more than 130 countries and one of the most experienced global services organizations in the industry, Alcatel-Lucent is a local partner with global reach. The Company achieved revenues of Euro 15.3 billion in 2011 and is incorporated in France and headquartered in Paris.

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