Belgacom has penned a deal with Alcatel-Lucent to enable it to guarantee that service level agreements signed with its enterprise customers are being met.
The Belgium-based operator has purchased A-L’s Service Quality Manager solution, which will allow it to report on a range of key performance and quality indicators, such as service availability and reliability, for its mobile services.
“Our mission is to assure our customers that the mobile services we are providing live up to their expectations,” said Jan Paesen, director of product management enterprise mobility solutions at Belgacom.
“By means of SQM’s reporting functionality we can actually prove to our customers that they are indeed receiving the quality for which they contracted. This real-time monitoring of the customer experience is unique on the Belgian market.”
In the Q2 issue of European Communications, Belgacom CEO Didier Bellens spoke of how important the enterprise market was to the company as it looks to drive growth.
“SQM will be a key asset for people throughout Belgacom’s organization, from the operations and network planning department, to marketing and customer care personnel,” said Luc Defieuw, A-L’s VP of CIS, North, Central and Eastern Europe.
He added that the service could also be applied to Belgacom’s fixed and video activities moving forward.
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