Streambow

Xperience – Customer Feedback

streambow — Mon, 19 Jul 2010 16:05:12 +0000

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.

Xperience – Integrated Traceroute Analysis

streambow — Mon, 26 Apr 2010 14:52:55 +0000

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.

Xperience – Internet Service Response Time Monitor

streambow — Mon, 29 Mar 2010 15:07:25 +0000

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.

Terms of Use

admin — Wed, 05 Aug 2009 10:57:37 +0000

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Xperience Customer Care

streambow — Thu, 30 Jul 2009 18:12:26 +0000

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.

Xperience TR-143

admin — Thu, 30 Jul 2009 11:44:08 +0000

Xperience TR-143 enables the operator to see the service quality at customer’s home without setting a foot to his home.
Xperience was designed with TR-143 concepts in mind but not limited to these concepts. Xperience is TR-143 ready. In the TR-143 approach the home gateway runs a software probe for HTTP/FTP download and upload and for UDP echo tests.
Xperience integrates with any ACS (Auto Configuration Server) to control these software probe features of the home gateway and retrieve the measurement results.
Two different integration strategies with ACS are implemented within Xperience. If an ACS is not available for integration Xperience provides alternative solutions to control the software probe functionality on the home gateway.
The TR-143 approach provide the advantage that no customer involvement is required, so the operator can at any time probe the customer experience, e.g. measure the download of any web site and use UDP echo to get some more technical information when the measured experience showed to be poor.

Support Desk Center

admin — Wed, 29 Jul 2009 09:12:16 +0000

The Support Desk Center allows attending individual customer complaints professionally. It gives the Help Desk operator all the means he needs to display, troubleshoot and solve Home Gateway (HG) configuration problems.
The Support Desk Center is a complementary component of Axiros’ Auto Configuration Server Axess
The Support Desk Center is designed to:
Drastically reduce the resolution time of customer complaints, as the operator can immediately solve configuration problems using Axess.
Save costs, as in most cases no technicians need to be sent on site.
Complete the Axess auto/self configuration features and automated mass configurations by resolving the exceptions

Xperience Mobile

admin — Tue, 28 Jul 2009 14:54:32 +0000

Xperience Mobile combines radio performance indicators with internet surfing session metrics to capture a more realistic customer experience during the utilization of broadband mobile services .
Broadband Mobile Experience is highly dependent on the radio conditions , therefore it is crucial to collect mobile information in order to correlate eventual unsatisfactory internet service quality with adverse coverage conditions to identify more precisely the cause of the problem.

Xperience Fiber

admin — Wed, 08 Jul 2009 14:14:41 +0000

Xperience Fiber helps the Internet Service Provider to proof the state of art of the Fiber access technology as well as supports the diagnostic process whenever a customer complains.
Today, operators are starting to offer internet via fiber to cope with the increasing demand for high speed internet services.
Xperience Fiber engine is designed to perform measures in high speed networks with very high accuracy.
However, higher performances and service quality do not only depend on the access network but also in a significant percentage from the customer devices, namely the PC configuration.
When the customer complains that is unsatisfied with the service provided, the ISP has to perform a complex analysis to understand the causes of this bad service experience. Usually it requires technical interventions at customer´s home or long phone calls to collect indicators from home devices to diagnose the problem.
Xperience loadable software probes can do this job in a economic way since they run remotely at customer premises simulate actions like site browsing, file downloading or uploading and also collect configurations of home devices.

Xperience – TR-143

admin — Sun, 28 Jun 2009 09:40:17 +0000

Streambow is proud to announce a new release of Xperience solution supporting the TR-143 guidelines from Broadband Forum.

In the TR-143 approach the home gateway runs a software probe for HTTP download and upload and for UDP echo tests. Xperience integrates with any ACS (Auto Configuration Server) to control this software probe features of the home gateway and retrieve the measurement results.

Xperience enables the operator to see the service quality at the customer’s home without setting a foot to his home.

Speeds dramatically the help desk handling of quality issues as the information required to verify and diagnose such issues is quasi instantly available without lasting help desk session to instruct the customer how to get the relevant indicators

The engineering level gets service quality issues already with gathered technical details for diagnosis but can also monitor broadband access areas or the complete broadband access network for network stability and improvements.