MOUNTAIN VIEW, Calif., Sept. 24, 2013 /PRNewswire/ -- Based on its recent analysis of the customer experience management (CEM) market, Stratecast | Frost & Sullivan recognizes Alcatel-Lucent with its 2013 Global Award for Product Leadership in Customer Experience Management (CEM). Alcatel-Lucent's strategic acquisition of Motive has allowed it to offer specialized CEM capabilities by marrying Alcatel-Lucent's strong networking and operations/business support systems (OSS/BSS) solutions with Motive's industry-leading CEM.
Although other competing vendors do provide end-to-end CEM solutions, none match the breadth or depth of Alcatel-Lucent's offering. However, Alcatel-Lucent also offers specific and intensive services in a market space where other broad-based CEM providers cannot compete: video quality of experience (QoE). Although the company is not the revenue leader in this segment, it is fast closing the gap by offering operators a broad-based approach, instead of offering more technology customers have to integrate themselves.
"Alcatel-Lucent's focus on the end user instead of the network perfectly complements the inside-out service assurance systems that operators already have," said Jeff Cotrupe, Global Program Director, Big Data & Analytics (BDA), Stratecast | Frost & Sullivan."Alcatel-Lucent's long-standing status as a leader in both wireline and wireless networking, as well as in communications software, made it imperative to choose a worthy company for acquisition," said Cotrupe. "Motive fit the bill, and the acquisition has paid rich dividends for Alcatel-Lucent." One of its value-added offerings is Motive ServiceView for Mobile, which combines device activation, customer care, and Big Data analytics to deliver an outstanding mobile experience. Stratecast | Frost & Sullivan presents this award to the company that has demonstrated innovation in product features and functionality that provides enhanced quality and higher value to customers. The award recognizes the rapid acceptance such innovation finds in the marketplace. Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.