Teradyne Launches Netflare Internet Quality of Service -QoS- Test System for Testing Consumer Broadband Access

DEERFIELD, Ill.--(BUSINESS WIRE)--July 23, 2001--

NetFlare Reduces Performance Related Trouble Call Handling Time by up to 65% Telus has Placed an Order for Use of NetFlare in Their DSL

Call Center Operations

Teradyne, Inc. (NYSE: TER) Broadband Test Division announced today the availability of NetFlare, Teradyne's new Internet test system designed to reduce costs for ISPs and broadband call centers focused on consumer and small business. NetFlare accomplishes this by identifying the owner of connectivity and performance problems in the end-to-end network (meaning from the PC to enterprise web site). NetFlare allows service providers to quickly determine whether the problem is in the access network, ISP network, Internet backbone, or destination website. Based on trial results from a live operation in a DSL call center, Netflare reduces call handling time at Tier 1 and Tier 2 by up to 65% over current methods and improves overall consumer satisfaction with broadband service.

"As broadband providers expand their service footprints to meet mounting customer demand, ISPs will seek out solutions that maximize their service delivery propositions," says Erik Keith of Current Analysis. "The NetFlare solution, which is easy to use and simple to implement in the network, enables service providers to streamline their broadband customer service guarantees through accurate trouble isolation."

NetFlare employs a unique approach called active IP testing using a specialized testing focused protocol stack to isolate connectivity, services, and performance related calls to the responsible jurisdiction from the consumer PC through to the destination. As NetFlare performs tests at the IP layer, the system is applicable to broadband service over copper, cable, wireless, and satellite. When a consumer reports a problem, NetFlare performs a two minute test while the consumer is on the phone with the call center receptionist, guiding both the consumer and operator through an automated test and analysis sequence utilizing standard web-based interfaces.

NetFlare's accuracy, value, and throughput were proven in a network wide trial with Telus. The trial was completed in May of 2001. Telus placed an order in June for full deployment and is now using NetFlare in Tier 1 and 2 of their DSL call center operations. In the trial, operators at both in-house and out-sourced call centers used NetFlare to interactively resolve consumer trouble reports. After an automated test of less than two minutes, call center technicians were able to determine whether a call should be closed out, escalated, or routed directly to repair. Problems were resolved with the customer on the line: increasing one-touches and reducing escalations to the back-office.

According to Wayne Lasson, general manager of Teradyne's Broadband Test Division "We saw a real need in the call center to have fast, credible information on network problems. Call centers want to identify problems fast and be a reliable provider to their subscriber base. We pioneered new technology to test layers 2 through 7 of the TCP/IP protocol stack. Working with a leading broadband service provider, we refined the testing technology to include easy to use interfaces so that the call center and subscriber can resolve consumer trouble reports quickly and easily."

Netflare information helps service providers increase the productivity and quality standards of their call centers by:

--Reducing performance call handling time at Tier 1 and Tier 2: Within two minutes, the call center technician is presented with the owner 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 show that NetFlare reduced average call handling time in Tier 1 and Tier 2 by 65% on performance and connectivity related calls.

--Increase '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%.

According to Jay Opperman, Director of Advanced Technology for Teradyne's Broadband Test Division, "Teradyne has moved well beyond testing the physical telecommunications network. We can now provide true end-to-end Internet quality of service measurements with the speed, accuracy, and automated analysis required to make a dramatic impact on the call center process."

NetFlare consists of a NetFlare Resource Broker (NRB), and a number of strategically located Internet Diagnostic Units (IDU). The NRB handles secure user authentication, automatic routing of tests to IDU's, test session results archiving, and centralized administration. The IDU, located at a handoff point or jurisdiction boundary executes patented test techniques via a testing focused TCP/IP protocol stack to identify the source of the problem. The analysis software presents the data collected in a manner that is easy to understand for the call center technician and the consumer at home. NetFlare automatically measures throughput, latency, verifies availability and performance of ISP services such as DNS and e-mail, and measures the path to the consumer's desired Internet destination. NetFlare allows the consumer and operator to quickly see the performance they are receiving specifically from the service provider's network contrasted to the end-to-end performance. When there is a problem, the jurisdiction is clearly pointed out with a recommended next step. NetFlare is a self-contained turnkey system that can be implemented network wide in a matter of weeks. No client software is required for the Subscriber or Care Technician, eliminating the distribution headaches for software upgrades.

"The system is immediately appreciated in the call center," says Bruce Collins, NetFlare product manager. "Technicians who have used NetFlare have found it easy to install and use in their daily work. They have reported to us how much easier their life is when the consumer can see where the service problem is rather than have the call center explain it to them."

About Teradyne Broadband Test Division

Teradyne Broadband Test Division is a division of Teradyne Inc. The group develops state-of-the-art testing capabilities that support service provider's goals to sell and deploy more broadband services sooner and improve the efficiency of qualification, provisioning, and customer care. Teradyne's nine years of internet protocol testing experience and industry leading background in layer 1 DSL testing enhances its 29 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/

“As broadband providers expand their service footprints to meet mounting customer demand, ISPs will seek out solutions that maximize their service delivery propositions”