Alcatel-Lucent delivers communications infrastructure and customer service solution to e-bike manufacturer

IT Intelligence Bulletin (HG Insights) — Alcatel-Lucent Enterprise has announced that leading German e-bike manufacturer PROPHETE has transformed its communications infrastructure with a state-of-the-art converged voice and data, and customer service solution.

The new Alcatel-Lucent Enterprise network provides mobile connectivity for all PROPHETE employees and fail-safe connection in all critical areas, from the high-end assembly workplace to the customer service center.

PROPHETE is always driving new ideas with its product design – latest developments include RFID chips in its e-bikes, which in conjunction with a smartphone, unlock the bike, support navigation and display the remaining energy. The new deployment has significantly improved wired and wireless connectivity, enabling staff to access core Enterprise Resource Planning systems in real-time via mobile devices.

The advanced Alcatel-Lucent Enterprise technology simplifies network management, providing visualized automatic call transfers and real-time statistics for evaluation of customer service activities. This, together with skill-based routing, enables call center managers to dynamically react to call center traffic at any time.

The company’s new communications solution, designed and implemented by long-standing ALE business partner Nachrichtentechnik Bielefeld GmBH (NTB), is powered by Alcatel-Lucent OmniSwitch 6900 LAN switches. These are deployed in a virtual chassis architecture, alongside Alcatel-Lucent OmniAccess WLAN access points and controllers to form the enterprise-wide network. The contact center is powered by the Alcatel-Lucent OpenTouch® solution for call management, and real-time statistics with centralized network administration are provided through the Alcatel-Lucent OmniVista 8770 NMS.

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“The expansion of our business operations and the introduction of a monitor-guided repair system demanded reliable connectivity, real-time communications and more effective network management tools. Thanks to the up-to-the-minute technology and the flawless implementation from NTB, we are confident that we are keeping our competitive edge while also matching our customer service goals,” said Thomas Myller, Project Manager ICT Infrastructure, PROPHETE.

“The installation at PROPHETE illustrates how seamlessly the different components of our offer work together – voice and data, LAN and WLAN, call center and network management. This gives customers a complete converged solution which ensures real-time visibility and control while meeting all their individual communication requirements,” commented Ingo Schneider, Director of Business Development Data Network Infrastructure, Europe North, ALE.

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