Internet End-to-End, Quality of Service (QoS) Test System Reduces Performance Related Trouble Call Handling Time by 40% to 60% in Pilot
Deployment
Teradyne, Inc. (NYSE:TER) Broadband Test Division announced today that Les Hines, marketing manager, will speak at a panel entitled Field Results on Internet End-to-End QoS Testing at DSLcon Asia being held in Hong Kong, August 14-16, 2001. Mr. Hines will present how using a new testing technology at the point of service for DSL customer care, significant reduction in average call handling time can be achieved while at the same time empowering customer service representative to delight customers with their use of high speed Internet access. This presentation will detail specific ISP call handling processes at Tier 1 and Tier 2 before and after this new QoS testing; showing the resulting 65% reduction in call handling time, the 30% reduction in escalations from Tier 1 to Tier 2, and the resulting cost reduction for a volume call center. All this is achieved through the use of an IP-based test that determines the owner of network problems end-to-end (defined as consumers PC to destination web site). The test is executed in under two minutes while the consumer is on the line with a customer service representative. Mr. Hines will also discuss the opportunity for broadband service providers to extend this testing to ISP Tier 1 testing.
Mr. Hines will present field data showing the effectiveness of a breakthrough 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 DSL, Cable, or satellite 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.
"Our customer was pleased that we were able to surpass our performance objectives in the pilot deployment," said Hines. "Tier 1 and Tier 2 call center technicians appreciate being able to see the exact same thing that the consumer is seeing when they are trying to resolve a performance call. The system delivers measurable efficiency improvement 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 decrease costs, and increase the productivity and quality standards of broadband call centers by:
| -- | Reducing Performance Call Handling Time: Within two minutes, the customer service representative 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, customer service representatives do not have to lead the subscriber in performing complicated technical tests to isolate problems. Pilot results indicated that Teradyne's solution reduced average call handling time by 65% on performance and connectivity related calls at both Tier 1 and 2. |
| -- | 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. Escalations to Tier 2 are reduced by 30%. |
The presentation will be held at 9:45 on Thursday August 16 at DSLcon Asia in Hong Kong.
About Teradyne
Teradyne (NYSE:TER) is the world's largest supplier of automatic test equipment and is also a leading supplier of high performance interconnection systems. Teradyne's test products are used by manufacturers of semiconductors, circuit assemblies and voice and broadband telephone networks. Teradyne's backplane assemblies and high-density connectors are used by manufacturers of communications and computing systems central to building networking infrastructure. The company had sales of $3 billion in 2000 and currently employs about 9000 people worldwide. For more information visit www.teradyne.com.
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/
“Our customer was pleased that we were able to surpass our performance objectives in the pilot deployment”
Facebook
Twitter
LinkedIn
Delicious
Reddit
StumbleUpon
Digg
MySpace
Newsvine
Google Bookmark
Yahoo! Bookmark
Email
Email 
