optimize the connected home experience with motive serviceview for home

COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

ALCATEL-LUCENT

MOTIVE SERVICEVIEW FOR HOME

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$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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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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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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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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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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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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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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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

5

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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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

6

LAN (Ethernet, Wi-Fi)

Internet

1

2

3

4

5

6

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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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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

optimize the connected home experience with motive serviceview for home

Technology

connected home experience

connected home complexity

connected tv

support calls

improved customer experience

customer expectations

new opportunities

bell labs analysis