Saudi Telecom selects Motive solution for analyzing network

The national telecommunications provider, Saudi Telecom Company (STC), has selected Motive, an Alcatel-Lucent company and a leading provider of customer experience management solutions for fixed and mobile broadband services to deliver its Network Analyzer – Fiber (NA-F) solution.

Motive’s Network Analyzer – Fiber (NA-F) would help STC in reducing the complexity and cost of delivering and managing new fiber services such as high-speed Internet and Internet Protocol television (IPTV).

“The solution also will help improve customer service while reducing support handling times and generate new revenue by simplifying processes needed to increase line speeds.

The Network Analyzer – Fiber, according to the Sherine Aziez, the Regional Communications Manager, Marketing & Communications department, Alcatel Lucent for Middle East and Africa, provides STC with a comprehensive line testing and quality management tool that ensures its fiber lines meet quality and stability requirements for the successful deployment of advanced services. When combined with Motive Home Device Manager and Motive Service View, STC customer service representatives will have a single, consolidated view and control over STC services from the access network deep into the home, enabling them to add on services or resolve problems much faster and more efficiently.

Mr. Maziad Al-Harbi, Saudi Telecom General Manager, Network Services Solutions, stated that STC is committed to continuously utilizing the newest and most advanced technologies to upgrade and enhance the customer experience as well as to introducing new and innovative services to keep pace with the ever evolving needs of the Saudi market.

“The addition of Network Analyzer – Fiber helps us meet our objectives to retain existing customers and attract new ones by improving the quality of the service we can provide them through STC’s advanced fiber services,” Al-Harbi said.

Additionally, the Amr El Leithy, Head of Alcatel-Lucent’s activities in the Middle East and Africa, affirmed that STC operates a multi-vendor network and is committed to delivering excellent customer experience with exceptional operational efficiency.

“By deploying the Motive Network Analyzer-Fiber solution, we provide them a single solution that unifies management of the entire network, regardless of whose product is involved. This helps STC go beyond reducing operational costs to manage and deliver next-generation services that improve customer experience and increase profitability,” El-Leithy said.

Pointing out that the capacity of fiber networks to handle huge volumes of data, voice and video traffic with low latency represents a business opportunity for providers to growing revenue through value-added services

“Until now, a stumbling block has been the ability to proactively detect and localize degradations in optical links before they impact customers. As a result, too often customer issues get escalated to more costly network operations resources, impacting time to resolution and customer satisfaction. Another challenge has been learning how much throughput is available on existing networks, and how much more bandwidth they can offer to qualifying customers – information that is critical to effectively up-sell value-added services,” El-Leithy said.

Regional Communication head, explained that Motive Network Analyzer gives service providers additional quality-of-service management capabilities for their copper and fiber networks.

“By providing network operations and front line customer support organizations with the power to track performance in real time, from network provisioning and service performance to line maintenance and upgrades, they can quickly resolve customer service issues ...,” Aziez said.

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