Service Management Platform

Transform Telco Customer Service and Integrations Experiences

The Motive Service Management Platform (SMP) delivers AI-powered, omnichannel aware, low-code workflows and integration capabilities designed to transform telecom customer service. Tailored for communication service providers (CSPs), SMP empowers seamless customer interactions across assisted, self-service, and automated channels, Enhance operational efficiency, reduce costs, and improve customer satisfaction across home, mobile, and IoT services with industry-leading automation and proactive care.

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What Sets Motive Service Management Platform Apart?

Redefine customer service with a scalable solution built to integrate seamlessly with OSS, BSS, and network systems. This combination of advanced automation and omnichannel capability deliver a competitive edge for CSPs.

Intelligent Proactive Care

Utilize real-time event data machine learning to predict and resolve customer issues before customers notice them. Schedule proactive actions to automatically notify subscribers of potential issues and/or remediate the detected issues.

Flexible Integration Platform

Build reusable integration components that separate IT complexity details from business functions. Integrate with OSS, BSS, and network systems to support any application for activation, provisioning, device management, IoT services, and customer service [assisted care, self-care, field-care].

Customer Service for Every Need

Empower agents and end-users with fully configurable portals that offer guided workflows, generative AI use cases, historical data, and advanced diagnostics in real time. Leverage the Service Portal Framework for tailored solutions. Boost first call resolution rates and minimize escalations with real-time insights powered by the “Pocket of Flexibility” feature. Enable personalized, seamless interactions that exceed customer expectations.

Empowering Telecom Operations with Advanced Tools

Drive exceptional service delivery and operational efficiency with a suite of advanced tools designed to address the complex needs of modern CSPs. Motive SMP combines AI-driven insights, low-code automation, and seamless integration to deliver superior customer experiences while reducing costs and streamlining workflows.

From predictive care to fully customizable service portals, empower agents, technicians, and end-users with unparalleled service outcomes across home, mobile, and IoT.

Drag and Drop Workflow Builder

Simplify complex workflows with an intuitive, low-code builder. Design troubleshooting workflows or operational enhancements with speed and precision. Includes BPMN workflows and integration with Node-RED for seamless automation.

Integrated Service Portals

Deliver a unified view of diagnostics, network mapping, and device operations. Empower agents and end-users with actionable insights and real-time control. Features widgets like Health Check, Troubleshooting, and Wi-Fi History for in-depth analysis.

Learn From The Leaders

BT (British Telecom): Transforming Customer Experience with Motive's Service Management Platform

300-second

Reduction in Handle Time

5% Increase

First Contact Resolution

100-million

Transactions Processed Daily

BT enhanced customer service efficiency using Motive's Service Management Platform (SMP) integrated into the Homeview solution. By delivering real-time network insights, guided troubleshooting, and proactive service interventions, SMP empowered BT to reduce operational costs, boost first contact resolution, and provide a seamless customer experience.

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Frequently Asked Questions

What is the Motive Service Management Platform (SMP)?

The Motive SMP is an AI-powered, low-code platform designed to transform telecom customer service. It offers omnichannel automation, predictive care, and seamless integration capabilities, enabling communication service providers (CSPs) to enhance operational efficiency and customer satisfaction across home, mobile, and IoT services.

How does SMP improve customer service in telecom?

SMP provides fully configurable portals with guided workflows, generative AI use cases, historical data, and advanced diagnostics in real-time. This empowers agents and end-users to resolve issues quickly, boosting first call resolution rates and minimizing escalations.

How does SMP utilize AI for proactive customer care?

By analyzing real-time event data with machine learning, SMP predicts and resolves customer issues before they become apparent. It can automatically notify subscribers of potential problems and initiate remediation actions, enhancing the customer experience.

What deployment options are available for SMP?

SMP offers flexible deployment models, including cloud-native, on-premises, or hybrid environments. This adaptability ensures that CSPs can choose the deployment strategy that best fits their infrastructure and operational requirements.

How does SMP enhance security and compliance?

SMP incorporates robust security measures such as two-way SSL, role-based access control, and compliance with industry standards. These features ensure secure operations and data protection across all integrated systems.

What kind of support does SMP provide for IoT services?

SMP supports IoT services by integrating with various network systems and managing device lifecycles. It enables seamless activation, provisioning, and management of IoT devices, facilitating the expansion of IoT offerings for CSPs.

How does SMP assist in reducing operational costs? By automating workflows, providing proactive care, and integrating seamlessly with existing systems, SMP reduces the need for manual interventions and streamlines operations. This leads to decreased operational expenses and improved resource utilization.

Is SMP suitable for large-scale deployments? Yes, SMP is designed to handle large-scale deployments, managing millions of devices and customer interactions efficiently. Its scalable architecture ensures reliable performance even as the network and customer base grow.