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AN ALCATEL-LUCENT COMPANY
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.
KEY BENEFITS
Next-generation customer
care framework that quickly
guides the help desk through
problem triage, diagnosis and
resolution
Reduces call handle times by
providing automated, end-toend problem diagnosis and
resolution
Increases the efficiency of
CSRs by allowing them to
run workflows that guide
them through diagnostics and
troubleshooting
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
environment
Overview
access to functions.
PLATFORM
topology.
Key Features
resolution workflows.
Genesys Interaction Workspace Integration provides
a single agent interface by embedding CSC diagnostics