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Share Name | Share Symbol | Market | Type |
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NYSE:ALU | NYSE | Common Stock |
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0.00 | 0.00% | 3.46 | 0 | 01:00:00 |
PARIS, June 16, 2015 /PRNewswire/ -- Alcatel-Lucent (Euronext Paris and NYSE: ALU) has learned that communications service providers have a tremendous opportunity to differentiate themselves in the marketplace with the use of innovative self-help customer service tools.
A comprehensive study of smartphone users carried out recently by Alcatel-Lucent in Brazil, Japan, the United Kingdom and the United States found that consumers prefer to avoid dealing with service provider helpdesks, and that there is growing evidence of a preference for using app-based self-service tools to resolve many common service issues.
The market research found that:
The study, conducted with the market research firm Penn Schoen Berland, surveyed 5,500 consumer smartphone users who had strong input/influence when it comes to communication purchases. The research looked at a range of consumer trends in mobile communications, including how smartphone users prefer to interact with large companies, use of Voice over LTE (VoLTE) and Voice over Wi-Fi, wearable devices, future communications including connected vehicles, and customer experience management.
Methodology:
The survey interviewed 2,500 consumers in the United States, plus 1,000 each in Brazil, Japan and the United Kingdom. They were asked to give their thoughts on:
Quote:
Josh Aroner, Vice President, IP Platforms Marketing, Alcatel-Lucent, said: "Customer experience management is a primary focus for Communications Service Providers worldwide. Keeping customers happy and, at the same time, alleviating strain on call centers, can be complex and challenging. This market research sets forth the critical areas where CSPs can effectively offer a self-help approach to give customers greater control over their service and more efficiently manage help desk operations."
Resources:
ABOUT ALCATEL-LUCENT (EURONEXT PARIS AND NYSE: ALU)
Alcatel-Lucent is the leading IP networking, ultra-broadband access and cloud technology specialist. We are dedicated to making global communications more innovative, sustainable and accessible for people, businesses and governments worldwide. Our mission is to invent and deliver trusted networks to help our customers unleash their value. Every success has its network.
For more information, visit Alcatel-Lucent on: http://www.alcatel-lucent.com, read the latest posts on the Alcatel-Lucent blog http://www.alcatel-lucent.com/blog and follow the Company on Twitter: http://twitter.com/Alcatel_Lucent.
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/alcatel-lucent-research-on-service-provider-interaction-by-smartphone-users-reveals-growing-popularity-of-self-help-customer-service-tools-300099592.html
SOURCE Alcatel-Lucent
Copyright 2015 PR Newswire
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