Teradyne's Solution Reduces Performance Related Trouble Call Handling
Time by 40% to 60%
Teradyne, Inc. (NYSE:TER) Broadband Test Division announced today that Jay Opperman (Chief Technologist) will speak at a panel entitled Next Generation Access Networks at the Global Market Forum at SUPERCOMM 2001 being held in Atlanta, June 4-6, 2001. This panel, comprised of operational case studies and real-world service provider field experiences, will provide an accurate view of the realities of the next-generation network with respect to copper, cable and wireless technologies.
Mr. Opperman will present field data showing the effectiveness of a break through approach of using active IP-testing technology to provide broadband QoS testing from the consumer's point of view. The approach tests layers 2 - 7 of the protocol stack allowing service providers to quickly determine whether the problem is in the access network, the ISP network, the Internet backbone, or the destination website. The benefit being significant reduction in average call handling time (ACHT) at Tier 1 and Tier 2 at the call center as well as higher consumer satisfaction with their broadband service. The technology will also enable consumer self-service testing further decreasing ACHT.
"Field experience and trial data have enabled us to maximize the ease of use and scalability of the technology," said Opperman. "This product is unique in that the consumer is an active component in solving the problems they encounter while on-line. The system is focused on improving the efficiency of call centers, bringing maintenance and operating costs down for customers, and enhancing the end-user experience."
The information the system provides helps Internet Service Providers increase the productivity and quality standards of the Call Center by:
| -- | Reducing Performance Call Handling Time: Within two minutes, the call center technician is presented with the jurisdiction of the reported problem and a recommended action statement to either close the call or route to repair. By rapidly identifying performance problems in the network, Call Center technicians do not have to lead the subscriber in performing complicated technical tests to isolate problems. Trial results indicated that Teradyne's solution reduced average call handling time by 65% on performance and connectivity related calls. |
| -- | Increasing `one-touches' by reducing trouble escalations to the back-office: Tier 1, or front-office call center, representatives are given access and visibility of information allowing them to close calls at point of reception. This reduces the overall technical skill-level required to support broadband services. Handoffs and escalations to Tier 2 are reduced by 30%. |
"We are pleased to have the opportunity to relay what we have learned in testing this product, and we look forward to introducing this product formally this summer," added Opperman. The panel will be held on Monday June 4 at 9:30 at the Global Market Forum at SUPERCOMM. For more information on attending the panel, visit http://www.supercomm2001.com/ed_gmf1.cfm#GMF-06
About Teradyne Broadband Test Division
Teradyne Broadband Test develops state-of-the-art-testing capabilities that support service provider's goals to sell and deploy more services sooner and improve the efficiency of qualification, provisioning, and customer care. Teradyne's eight years of Internet protocol testing experience enhances its 28 years experience in providing test systems that support voice customer care for over 110 million voice lines worldwide. For more information on Teradyne's Broadband Test Products, visit Teradyne at: http://www.teradyne.com/prods/btd/
“Field experience and trial data have enabled us to maximize the ease of use and scalability of the technology”
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