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Deutsche Telekom chooses Motive for automated service solutionMunich, November 11, 2002 - Deutsche Telekom, Europe's largest telecommunications company, has chosen Motive software to provide automated service and support to its DSL customers and employees. The software will be operational in the spring of 2003. Motive solutions are already used on over 12 million PCs in companies and households worldwide, and by leading North American and European broadband providers including Verizon, British Telecommunications and Telewest. The addition of Deutsche Telekom establishes Motive as one of the world's leading suppliers of service solutions to telecoms businesses. As a result of the agreements with Motive, subscribers to Deutsche Telekom's T-DSL service will soon be able to click on a help button to resolve access problems and other technical issues. They will also be given answers to questions and tools to simplify the management of their T-DSL connection, thereby reducing the number of support calls. If they need further help, the Motive software will carry out a diagnosis of their computer environment and pass on the resulting information electronically to customer service staff, thus reducing the length of customer service calls and increasing customer satisfaction. If customers are unable to gain internet access, the Motive solution will automatically display a form in a window on their screen, allowing them to convey key information to customer services as quickly as possible. In addition, all Deutsche Telekom employees will be equipped with Motive technology to help them with questions and problems concerning the company's internal applications. Again, the software's diagnosis facility will enable Telekom's helpdesk staff to provide their colleagues with more effective assistance. The use of Motive technology will speed up the whole support process and make it more cost-effective. "The agreement with Deutsche Telekom, the largest telecoms company in Europe and one of the most innovative, represents a great opportunity for Motive," said Scott Harmon, the software company's president and CEO. "The implementation of our solutions will give Deutsche Telekom a technology platform on which to offer intelligent automated services to its T-DSL customers and employees, and increase the overall efficiency of its customer service." Motive will be working with the technology consultancy Verdi and with T-Systems International, Deutsche Telekom's systems integrator, to implement the solution. The ability to integrate third-party products, such as Remedy helpdesk technology, was an important factor in the decision to use Motive software. About Motive Motive Communications, Inc. distributes intelligent service solutions to the world's leading product and service providers. Its combination of industry-leading software and specialist digital services know-how enables it to provide high-tech organizations with a whole new generation of smart products, in which service forms an integral part of the user experience. Motive's clients include 3Com, British Telecommunications, Corporate Express, Fujitsu, Hewlett-Packard, Hyperion, Lawson Software, Microsoft Business Solutions, Telewest, Verizon and Warranty Corporation of America, each of which has adapted its products and transformed service from a purely cost factor into a competitive advantage. The company was established in May 1997 with funding from leading venture capital companies and private investors. Its German offices are located in Stuttgart and Munich. For more information, visit www.motive.com or contact the following: Editorial Contact: David Gibbs Motive Communications (512) 339-8335, ext. 2502 top of page |
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