Motive & WDSGlobal Strategic Partnership

Motive and WDSGlobal forge alliance to help mobile service providers transform the customer experience with enhanced mobile device management

15th February 2010 (Barcelona, Spain):- Today at the Mobile World Congress, Motive a division of Alcatel-Lucent (Euronext Paris and NYSE: ALU), and WDSGlobal, announced a strategic partnership that will help mobile operators dramatically improve the customer experience by targeting the operational inefficiencies related to the proliferation of complex mobile devices and services.

Through a joint marketing and development initiative, the two companies are delivering a comprehensive end-to-end mobile device management solution to automate and remotely manage key customer care processes throughout the mobile device lifecycle – from activation and configuration, to firmware and application updates and technical support. The joint solution will allow for increased revenues, improved operational efficiency and will drive customer satisfaction on behalf of mobile
operators.

"Broadband is quickly going mobile, making it the perfect time for mobile operators to capitalize on the consumer appetite for new products and services. However, to succeed in tapping into this opportunity mobile operators need the right tools," said David Stevenson, Head of Alcatel-Lucent's Motive Product Division. "This collaboration combines Motive's market-leading position in broadband service management, and expertise in device provisioning, configuration, management and troubleshooting, with WDSGlobal's industry-leading device interoperability library, proven track record with mobile operators, and deep knowledge of the drivers behind customer support calls. The result is a set of transformational tools that will help operators gain market share while delivering an enhanced customer experience."

WDSGlobal has a deep understanding of mobile customer experience optimization. The company provides a suite of managed services to the mobile industry, covering the development, introduction and ongoing support and maintenance of mobile products and services.

"Mobile operators immediately recognize the revenue opportunities and loyalty drivers that smartphones and converged networks can bring them. However, market maturity hasn't improved the problem of industry fragmentation and to truly leverage the opportunity, operators must now navigate multiple device types, standards, bearers and operating systems," explains David Ffoulkes-Jones, CEO of WDSGlobal. "Many existing mobile device management deployments are struggling to keep pace with this complexity; severely impacting subscriber profitability and damaging mobile operators' device and service strategies."

Analysts predict explosive growth in the adoption and usage of mobile broadband devices. A recent report from Morgan Stanley (Source: Morgan Stanley, "The Mobile Internet Report," December 15, 2009), forecasts that by 2012, nearly 1 billion mobile broadband devices will be shipped worldwide. Industry experience shows that the introduction of new, increasingly complex mobile devices leads to increased demand on customer service resources, including higher help desk call volumes and longer average handle time (AHT).

The Motive-WDSGlobal mobile device management solution will help mobile operators reduce customer support expenses by providing:

• The industry’s largest library of device management capabilities and specifications, providing immediate interoperability with the increasing number of mobile devices.
• A comprehensive library of email settings resulting in accurate configuration of subscribers' email services on mobile devices.
• Automatic device detection, identification and configuration without subscriber interaction
  Service-oriented provisioning based on subscriber, device and purchased services.
• Enhanced assisted service tools for the help desk that intelligently guide Customer Service.
• Representatives (CSRs) through the entire triage, diagnosis and problem resolution process.
• Self-service tools that drive call avoidance by allowing consumers to self-manage routine tasks via a web portal, IVR or their mobile device.

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