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Enterprises and distribution channels worldwide benefit from expanded Alcatel-Lucent - NCR services agreement


Alcatel-Lucent (Euronext Paris and NYSE: ALU) has signed a global services agreement with NCR Corporation to provide standardized welcome center, help desk and network operations center services to distribution channels and enterprise customers. This expands its North America level one services agreement with NCR to bring a complete set of services from parts logistics, onsite first line maintenance and deployment, to remote services. The deal couples NCR, with its worldwide presence and ability to supply onsite and remote services, with Alcatel-Lucent’s network integration and service provider expertise to give Alcatel-Lucent one of the broadest service offerings in the industry.

Under the agreement, NCR will provide service under the Alcatel-Lucent brand, creating a support organization covering more than 130 countries with a network of more than 10,000 service professionals. A global welcome center and help desk infrastructure available 24x7 supports more than 15 languages and provides customers with a single point of contact for improved response and dispatch times, with a remote network operations center delivering world-class services including problem resolution, SLA management and reporting. Additionally, NCR will join Alcatel-Lucent to meet the stringent, secure service requirements of large and multi-national enterprises.

“NCR is pleased to join Alcatel-Lucent in providing faster, more consistent response to the service requests of Alcatel-Lucent enterprise clients worldwide,” said Christine Wallace, Senior Vice President, NCR Worldwide Customer Services. “This agreement leverages the exceptional service infrastructure of both companies to provide standardization and cost control along with improved resources for enterprises.”

The services market is moving toward an outsourced business model, with networked, centralized systems, global IP communications solutions, centralized decision-making and worldwide SLAs. Alcatel-Lucent’s expanded managed services offerings will support its customers’ remote operations, on-site data centers for large enterprises, and depend on its strong network of business partners to provide services for on-site, local operations.

"Phase one of our relationship with NCR has already led to successfully closing business in the influential North American market during 2007,” said Tom Burns, Chief Operating Officer of Alcatel-Lucent Enterprise activities. “As we expand our addressable market globally with this important announcement, we are confident that our customers, partners and NCR will continue to benefit along with us.”

“The services offered through this agreement are an excellent complement to our current services portfolio,” Tom continued. “The global extension of our relationship with NCR is a win for all.”

Alcatel-Lucent had announced an agreement with NCR for services in North America in July of 2007, now superseded by the more comprehensive global agreement.


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