Avea, Turkey's youngest yet most innovative mobile service provider, has deployed the Motive ServiceView™ solution from Alcatel-Lucent (Euronext Paris and NYSE: ALU) to proactively eliminate potential mobile device management problems - before they become a customer service issue.

Founded in 2004 and today with 15.8 million customers, Avea currently has the highest smartphone penetration (47%) in the Turkish GSM sector by 2nd quarter of 2014. Deployment of Alcatel-Lucent's Motive ServiceView technology will enable Avea to identify and configure subscribers' devices settings in the network before they are detected by customers, quickly resolving devices issues that would otherwise require a call to a service representative.

ServiceView can also automatically and remotely update devices to prevent problems from happening.  If a call to a customer service is required, ServiceView provides the representative with a complete overview of the customer's account, including all related end-to-end network activity, the customers' mobile device and applications, to resolve problems much more quickly than was possible in the past.

With this solution, Avea achieved a Mobile Device Management System to provide better customer experience and more service usage, faster interaction & resolution for customer care calls & tickets, enhanced device capabilities reporting system, better device recognition and configuration capabilities and finally the ability for bulk and automated actions & upgrades for their subscribers. ServiceView not only help Avea to manage the growing complexity of mobile, exceed customer expectations and differentiate their brand but also find more effective ways to provide simpler, more effective customer care.

Key Facts:

  • Avea's 15.8 million customers will enjoy better device and service performance and have their issues resolved faster.
  • Leveraging Motive ServiceView, Avea can remotely and proactively detect and resolve mobile device issues instead of reactively to substantially reduce calls into its customer care center.  Significant improvements in call center agents' ability to see subscriber devices (and associated proprieties), improved agents' success rate in resolving issues and reduced the amount of time that customers have to spend on the line.
  • Remote control functionality also enables representatives to access a customer's mobile device as if it were physically in front of them to troubleshoot and resolve issues faster. This support service is provided for Avea-branded mobile devices (Avea inTouch). The remote control application is pre-installed on the device, and in the launching phase, this service is emphasized with the "We're next to you" campaign
  • Mobile Remote Control (PC to mobile) is fairly new and creative technology comparing to the more matured PC to PC or mobile to PC remote connections capabilities. This new service is co-developed according to Avea needs and with the Motive ServiceView for Mobile (SVM) solution from Alcatel-Lucent.
  • The Motive ServiceView solution includes:
  • Mobile Device Manager (MDM) to automatically and remotely perform device configurations, reducing the cost of managing numerous devices and operating systems. 

  • Service Management Platform (SMP) and Customer Service Console (CSC) provide an interface to customer service representatives, integrating multiple back-end systems into a single unified view allowing for the faster resolution of customer care problems.

  • Mobile Device Support Template provides out-of-the-box workflows and support to ensure Avea can manage the complexity resulting from the many variations of device models and operating systems (6000+ device models and 40+ OS network including phones, tablets, dongles, M2M devices etc).

Quotes:

Egemen Kurdoğlu, Senior IT Director of Avea said: "Our customers want the newest and best mobile services and they want them up and working as soon as possible. ServiceView enables us to do that much more simply, effectively and at a lower cost. We had successfully used Motive projects in the past and so we were happy to expand their presence within our network.  We are very pleased with the results and we look forward to expanding the device management capabilities to increase our service offerings. The superior quality of service enabled by ServiceView will enable Avea to continue to attract and keep young, tech savvy consumers as customers."

Amr K. El-Leithy , President of Middle East, Africa, Turkey and Azerbaijan of Alcatel-Lucent said: "Mobile is complex while customers expect simplicity. With over 6000 mobile device models and over 40 operating systems, customer care is an important touch point to secure customer loyalty and differentiate an operator from its competition. Motive ServiceView reduces complexity to make Avea's mobile services more seamless for its subscribers and to enable its service agents to resolve customer issues in less time. As a result, Avea customers enjoy a better service experience."

About Avea

Established in 2004 as the youngest and most rapidly growing GSM operator in Turkey, Avea offers its customers innovative and high quality services on the basis of its sophisticated infrastructure and technology investments. Avea, serves to 15.8 million subscribers as of the second quarter of 2014. The company, which operates through international roaming partnerships with 682 operators in 205 countries, is a subsidiary of Turk Telekom. While %89,99 of Avea's share capital is owned by Turk Telekomunikasyon A.S., while the remaining %10,01 belongs to Is Bankasi. www.avea.com.tr

Offering services to 98% of Turkey's population through its next generation network, Avea is growing fast both in the corporate and individual services and constantly investing in technology and infrastructure as well as in its management and around 2000+ employees.

As GSM sector's youngest, most dynamic and the alternative operator, Avea brought a new competitive environment to Turkish GSM market

Press contacts:

Avea                                                                                                    Cohn&Wolfe Agency

Media Relations Manager                                                                   Media Relations Director

Süheyla Akbulut                                                                                  Özge Aksoy Türker

Tel: 0212 460 12 52                                                                             Tel: 0212 328 31 39

suheyla.akbulut@avea.com.trozge.aksoy@grey.com.tr

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