Streambow

Streambow takes operators one step forward on their way towards excellence in customer focus.

Knowing that customer feedback is the most valuable resource of understanding customer satisfaction levels, Xperience QoE Toolset was enhanced by an integrated Customer Feedback feature allowing operators to design and run template driven customer queries.

So far, Xperience delivered objective QoE values based on hard factors, like performance tests and diagnostics.

Now, with the new customer feedback feature, operator get also the soft factors, forming subjective QoE values: e.g. the degree of customer satisfaction with the contracted service or the satisfaction level with help-desk support.

The realisation of new feedback campaigns is fully customizable to the operators’ needs. Some example scenarios are:

In a self-care environment, customers may respond to the standard questionnaire that normally is asked by the help-desk stuff during a support session.

In the context of performance complaints, customers may give additional hints that can speed-up help-desk resolution times. Or, at the end of a help-desk sessions, they may feedback their satisfaction with the given support.

In a commercial scenario, e.g. when promoting higher bandwidth services, customer feedback may be collected along with measurements to analyse the general success of such campaigns. In addition, the generated data is valuable information to build-up a bandwidth to satisfaction statistic that allows to answer the question of how many bandwidth should be provided as minimum to achieve certain satisfaction levels.

Streambow is proud to release the new feature Integrated Traceroute Analysis as another valuable piece of it’s flagship product Xperience, addressing Quality of Experience aspects of broadband internet operators.

When analysing customer lines with poor broadband performance (e.g. low throughput, high RTT values), customer service can now remotely initiate a traceroute analysis that starts at customer’s PC and traces towards the operator network.

If all other indicators provided by Xperience are within normal limits, the Integrated Traceroute Analysis allows the service stuff to trace the path that IP packets are taking across network, in order to detect routing problems and excessive delays between certain hops.

Dedicated to excellence in customer service, Streambow´s QoE toolset Xperience is enhanced by the new Internet Service Response Time Monitor.

In general, Internet Service Provider are monitoring vital services, such as web, e-mail, dns and ftp, within their data centre and hope, that the obtained results can be projected to estimate service satisfaction levels of their customers. However, as customers are far away from the data centres, many additional factors, like  the geographical distribution through backbone, edge and access network and load-balancer can introduce additional phenomena that may influence the service responsiveness on customers’ site.

Streambow’s QoE toolset Xperience, now offers customer centric protocol tests, such as dns (udp lookup), web (http), mail (pop3, smtp), file (ftp) and ping, to measure the protocol response times from customer PCs towards the data center. Doing that, the operator knows exactly, if response times are acceptable at customer site, or not.

Thanks to the fact that Xperience may use friendly customers as test sources (where protocol tests are started from each customer PC), a huge amount of monitoring points are available. This allows for producing the big picture of service response times across the country. Imagine the insight view that can be produced without the need for additional hardware installed.

Even if the operator decides to not involve his customers, Xperience is a most cost efficient solution. Xperience’s test clients are designed as small software probes that can easily be distributed and installed on existing hardware or on dedicated low-cost probes.

Xperience offers to  customer service the ability to perform accurate diagnostic sessions covering the customer equipment without trucks rolling.
Telecom operators know that a successful broadband business case is only achievable when they can win the race of operating costs optimisation. In fact, each year, the ARPU is decreasing due to a fierce competition.
The customer care is one of the major sources of costs and its percentage is increasing due to the sophistication of the new internet services and the crescent complexity of the home network. By other way a lousy customer care service will contribute decisively to the churn rate.
Xperience speeds up the help desk actions   through the  remote collection of relevant indicators without lasting help desk session to instruct  the customer how to get the relevant information.
Xperience helps customer service to make a more clear distinction between faults generated by the network and faults generated by customer equipment.

Streambow is proud to announce the first release of its Quality of Experience solution for broadband mobile systems.
Xperience simulates the customer behaviour during an internet surfing session and collects real time data that allow the ISPs to understand the customer satisfaction level with the service provided.
Additionally, Xperience collects the mobile datacard configuration, the radio coverage and location, allowing to the ISP to perform a more accurate analysis taking in account the impacts of the mobile conditions during an internet session.

Streambow is proud to announce the first release of its Quality of Experience solution. Xperience is specially focused to the Cable, DSL and FTTH market. Xperience simulates the customer behaviour during an internet surfing session and collects real tima data that allow the ISPs to understand the customer satisfaction level with the service provided.
Xperience main features are: Monitoring of customer QoE and QoS, One time End to End test for diagnostic purposes. Possibility of a country wide creation of large test samples allowing much better statistics accuracy.

Streambow, in collaboration with its partner Axiros, released a version of the Axess remote management platform able to manage FTTH devices.
This platform manages both FTTH (ONTs, Home gateways) and DSL devices (Homegate ways).

Streambow signed a partnership deal with Group 2000 to offer its solutions to the Portuguese market. Group 2000 develops and markets innovative solutions for legal call interception and mobile networks complementary services.

Group 2000’s headquarters are in Almelo – Holland.