Alcatel-Lucent 5530 - Manual (Page 6)

Alcatel-Lucent 5530 Network Analyzer 6
Figure 3. Putting the call center at the core of your troubleshooting process
Network operations center
(second level support)
Escalation
DSL experts
Call center
(first level support)
Customer service representative
• Simplified customer line information
• Guidance for resolution or escalation
• Based on fully customizable workflow
Pro-active line management
Pro-active management will enable
you to detect problems before they
impact your customers, or correct
problems automatically through
dynamic line reconfiguration. The
Alcatel-Lucent 5530 NA monitors
your DSL lines and detects degrada-
tion trends in line transmission
quality. Dynamic Line Manage-
ment is a further capability that
automatically rearranges line configu-
ration parameters to stabilize lines and
assure they are working at the best
performance possible. This capability
can stabilize up to 70 percent of your
problem lines, eliminating customer
frustration and operational costs.
Customer care integration
The Alcatel-Lucent 5530 NA
has also been extended to support
customer care processes. This gives
you visibility of simplified line
quality information, letting you
design the workflows you need to
guide call center agents — quickly
and efficiently — through problem
resolution steps. By enabling agents
to take an active role in problem
resolution, operational costs and
service downtime will be significantly
reduced. What’s more, better support
means happier customers.