Alcatel-Lucent has launched an extended portfolio of software and services to help service providers improve consumers' experience with their mobile connected devices.

The company said service providers are working to make it easier to buy, own and use their products. However, research shows that 15 percent of smartphones are returned because of problems encountered by customers. In two-thirds of these cases, there is no issue found. Thus, the thrust is towards making devices and services simpler to use and configure to minimize the customer support burden.

“Alcatel-Lucent has established a strong reputation in customer experience with hundreds of communications service providers around the world. 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, which we have called Motive Customer Experience Solutions,” said Adolfo Hernandez, President of Alcatel-Lucent’s Software, Services & Solutions Group.

Alcatel-Lucent's Motive Customer Experience Solutions (CXS) portfolio is made up of four solution suites, each of which addresses various critical touchpoints in the relationship between communications service providers and their customers.

Motive CX Management gets new devices, applications and services up and running quickly, by simplifying their introduction on the network, managing upgrades and service modifications. Motive CX Analytics provides monitoring tools that track the performance of the devices, applications and services running on the network and provide key insights and dashboards that infer overall customer experience.

Motive CX Optimization uses historical data about customers, devices, applications and the network to examine trends, experiences and usage patterns accurate and proactive actions with yield management and loyalty. CX Consulting consists of a dedicated team that identifies  opportunities to improve various customer experience touch points within a service provider organization.