Alcatel-Lucent Digital Home Care Solution User Manual
Alcatel-Lucent
Digital Home Care Solution
Creating a Better Experience
for Your Customers
2 Alcatel-Lucent Digital Home Care Solution
You are eager to deploy triple-play services and generate revenues from innovative
services such as IP television (IPTV). But to make triple-play deployment a success, you
need to create a compelling customer experience while solving your own operational
challenges and maintaining reasonable OPEX.
The Alcatel-Lucent Digital Home Care solution is a comprehensive solution that solves
the challenge of managing home networks, triple-play services and customer-support
interactions. It cares for all stages of services deployment and provides a high degree
of automation, advanced troubleshooting and customer self-management. The solution
is designed to help you maintain reasonable OPEX while delivering a better experience
for both you and your end users.
3Alcatel-Lucent Digital Home Care Solution
The Customer Challenge
When setting up triple-play services, you are naturally concerned about the
many operational challenges. The growing complexity of home networks
and the lack of knowledge of end users to manage and solve problems by
themselves almost inevitably increases your burden. Furthermore, real-time
services, such as video and voice, are highly sensitive to disruptions and
quality issues in the access or home environment.
The early stages of triple-play service deployments have revealed that the
lack of appropriate management solutions have frustrated both you and your
end users. End users often experience great difficulties in their attempts to
configure and activate home devices by themselves. Now, with the growing
complexity of the home environment, the potential sources of problems
have increased, ranging from simple software bugs and connectivity dis ruptions to the trickier issues of configuration and setup compatibility.
Any of these problems could easily affect the conditions under which you
deliver services to the consumer. Multiple service disruptions and poor
service quality will frustrate your end users, resulting in a surge of help-desk
calls, costly repair operations, dissatisfaction and churn. This translates into
lost revenue and higher OPEX, diminishing the prof itability of your tripleplay service offering. Figure 1 illustrates the challenges in home management.
• 27 percent of users experienced home net working problems – 31 percent of those
called the SP. (Parks Customer Survey)
• 30 percent of home networking devices
are returned! (Wall Street Journal)
• 70 percent of returned devices have No
Defect Found (NDF). (North American ILEC)
• Over 25 percent of consumers would like
to connect their TV and stereo to their
home network. (TDG, Consumer Survey)
• We received an average of one call per
subscriber during installation! (European
ILEC on IPTV service launch)
Figure 1. A Broad View of Digital Home Management Challenges: Where Things Could Go Wrong
WHAT DO CONSUMERS WANT?
• Value-added services and content they
can enjoy
• Services that work easily without requiring an
understanding of complex technology issues
• Quality on par with, or even better than what
they experienced before
• Services that work smoothly and providers
who take care of making them work
WHAT REALITY DO YOU FACE?
• Accountability for service delivery, now highly
dependent on the home environment
• Millions of home networks and home devices
to support a broader range of services
• Customer expectation for the highest service
quality – even for the most sensitive real-time
services
• xDSL infrastructure, which is often stretched
to its performance limits
Line Qualification
• Unstable line
X
• Line not suitable for service
Service Configuration
X
• Wrong service parameters
Home Network Configuration
• Wrong configuration
X
• Not suitable to service
Field Operations
• No problem location
X
• No reliable diagnostics
Customer Support Center
• No visibility of customer setting
X
• Lack of competence
Network Operations
• No proactive maintenance
X
• No visibility over line and home
4 Alcatel-Lucent Digital Home Care Solution
The Alcatel-Lucent Solution
The Alcatel-Lucent Digital Home Care solution is a comprehensive
solution designed to solve your home networks management challenge
and associated end-user support interactions. It cares for all fulfillment
and assurance processes applied to home networks and triple-play services.
The solution helps you deliver the service quality and experience your
customers expect. It allows a comprehensive approach, spanning from
the access loop to the home, enabling you to make more appropriate
service-provisioning decisions and to diagnose problems faster and more
accurately. Thanks to its high degree of automation and advanced trou bleshooting, you can manage large networks while keeping the cost of
operations at a reasonable level.
The Alcatel-Lucent Digital Home Care solution is built around products and
expertise from Alcatel-Lucent and Motive. It benefits from both AlcatelLucent’s expertise in end-to-end network solutions for triple-play and
operations support systems (OSSs), and from Motive’s position as a leading
provider of management software for next-generation broadband services.
The Alcatel-Lucent Digital Home Care solution is a standards-based,
vendor-agnostic solution. It manages new customer premises equipment
(CPE) based on the DSL Forum’s TR-069 management interface and is
designed to easily cope with legacy devices deployed in the field. This makes
Alcatel-Lucent Digital Home Care an open and multivendor management
solution, ideal for a smooth transition from current to future generation
home networks. Figure 2 provides an overview of Alcatel-Lucent’s Digital
Home Care solution.
Figure 2. Alcatel-Lucent Digital Home Care Solution Overview
MOTIVE AT A GLANCE
Almost half the world’s leading broad -
band providers rely on Motive software
to install, configure, repair and update
their voice, video and data services –
driving the cost and complexity out
of management processes and helping
providers speed time-to-market with
new services. Since 1997, Motive
software has been used in connection
with more than 45 million endpoints,
including products and services from
market leaders such as AT&T, BT, Bell
Canada, Deutsche Telekom, Softbank,
Swisscom, Telecom Italia, Verizon and
many more.
Service Management
• Facilitate and automate installation
• CSR-assisted support/self-service
• Accelerate repair and troubleshooting
• Add-on services (home networking, security, etc.)
Fulfillment Assurance
HSIA E-mail WiFi IPTV VoIP Security Parental Control
Home Network Management
• Provisioning automation
• Device management (configuration,
software, etc.)
• Mass operations automation
Access Loop Management
• Loop pre-qualification and verification
• Diagnostics, problem location
and troubleshooting
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