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 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 increment.
Whenever the customer contacts the call centre to complain about the service he is experiencing, the help desk operator initiates a work flow containing a set of important questions to diagnose the problem. This process is usually a very time consuming and perceived by the customer as boring and difficult, since in the most cases the customer has non technical skills.
The key to solve this complex equation is the introduction of tools that automate as much as possible the collection of indicators in order to support a quick and better diagnostic.
Xperience provides the right tools to help support services during a diagnostic session enabling in real time the remote collection of quality of experience indicators simulating the customer behaviour when he or she is surfing in the net or is making downloads or uploads.
End to End QoE and QoS Diagnostic
Broadband internet customers are demanding for internet services with higher bandwidth and 100% service availability.
However, higher performances and service quality do not depend only on the operator network reliability but also in a significantly percentage depend on the customer devices (PC, Home Gateway, Mobile Datacard). Therefore when a problem occurs it is mandatory to perform diagnostic actions on those devices.
The cost associated to the faults assigned to the customer/home devices counts by 50% to the operation costs. Usually they require technical interventions at customer’s home or lasting phone calls to collect indicators from home devices to diagnose the problem.
Xperience loadable software probes can do an end-to-end diagnosis in a economic way since they run remotely at customer premises simulating actions like site browsing, file downloading or uploading and also collect configurations of home devices. All collected data are shown immediately to the help desk operator to support the diagnostic.
Xperience loadable software probes are specially designed to cover the various access scenarios, namely: DSL, Cable, FTTH, GPRS, UMTS, HSUPA….
Support Desk Center
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 through a single user interface.
The Support Desk Center is designed as a component of Axiros’ Auto Configuration Server Axess. The Axiros Axess is a very powerful solution for the mass handling and management of HGs. HGs can be auto configured when coming up first time without involvement of the customer (zero touch). Also the rollout of a new firmware version and the mass provisioning of configuration parameters can be easily and automatically done through Axess.
In practice however, independently on how smoothly the operator is able to tune the automatic processes, there will always be some HGs, where the automatism fails for some reason, maybe because the customer locally changes the configuration of the device, maybe the account got blocked because he missed three times the correct username and password during self provisioning, or the backend data are inconsistent at the time of auto-configuration or maybe the customer wishes his wireless LAN credentials to be changed.
Inexperienced users have still a magnitude of pitfalls to stumble in. Consequently, they may need additional support at a certain point of time. The experience from the field shows that these situations normally result in lasting support requests often solved only through on site technicians.
Now, Axess provides all means to solve most of theses situations remotely without any involvement of the customer. The Support Desk Center enables the operator to handle these cases quickly, efficiently and professionally without trucks rolling.
