Alcatel-Lucent has launched Motive Customer Experience Solutions (CXS), a portfolio of software and services aimed at improving consumers experiences with their smartphones and Tablets. According to the company, 15 per cent of smartphones are returned because consumers encounter problems getting them to work – and, in two thirds of these cases, there is no issue found.

“Alcatel-Lucent has established a strong reputation in customer experience with hundreds of communications service providers around the world,” says Adolfo Hernandez, president of Alcatel-Lucent’s software, services & solutions group . “What we are announcing today is a commitment to continue our investments in the area of customer experience with the introduction of our new portfolio.”

The Motive CXS portfolio is made up of four solution suites. CX Management is focused on getting new devices and services up and running. CX Analytics provides monitoring tools to track the performance of devices, applications and services running on the network. CX Optimization uses historical data about customers and devices to examine trends, experiences and usage patterns to take action. Finally, CX Consulting consists of a dedicated team that identifies opportunities to improve the range of customer experience touchpoints within a service provider organisation.