The Technician Installation Completion Test feature allows installers to use NetFlare at the completion of a new installation to ensure the connection for speed, latency, packet loss, and connectivity between the consumers PC, through the Internet, to an enterprise web site. The goal is maximum customer satisfaction, minimum repeat dispatches, and less time on-line by the customer service representatives by ensuring the installation is complete and functional before the installer leaves the consumer's home.
"NetFlare allows us to reduce call handling time and network operations center costs, and now we can also improve the service initialization process by providing the customer with reliable information from the start," says Glenn Rivett, Advanced Internet Operations Support Manager. "This capability dramatically reduces the time we spend online with customers determining Internet connectivity rates, saving time for TELUS and our customers."
The operation of the feature is as follows. The installer uses their laptop to connect to NetFlare and initiate the completion test. The system provides an indication of the current speeds possible to predefined points in the Internet. The test allows the technician to determine whether the installation has been successfully completed by indicating pass/fail for throughput, packet loss, and latency. When successfully completed, the installer can forward a receipt to the consumer showing the speed at time of installation. In addition, the session is archived for later retrieval at the call center to assist in understanding how the connection might have changed between initial install and current trouble report.
NetFlare avoids complex integration and deployment issues and therefore can be installed and operational quickly. Rather than requiring a test probe in every central office, the system consists of a handful of Internet Diagnostic Units (IDU) located at strategically selected points in the network reporting data to one NetFlare Resource Broker (NRB). Also, no client software is required in the consumers PC and NetFlare can be implemented with minimal interface requirements to operational support systems.
NetFlare has been installed and operational in TELUS since June of this year. The system is designed to reduce average call handling time in Tier 1 and 2 call centers as well as reduce escalations from Tier 1 to Tier 2. NetFlare enables these savings and increases consumer satisfaction by identifying the owner of broadband service connectivity and performance problems. In a two-minute test, with the consumer on the phone with a customer service representative, Netflare provides fast, accurate identification of the owner of a broadband Internet service problem (access network, ISP, Internet, or destination web site).
TELUS invested in NetFlare only after putting it through extensive technology and operational trials to prove its accuracy and simple integration into a multiple network operations center environment to demonstrate operational capability and confirm value. Trial results at TELUS indicated that NetFlare reduced average call handling time in Tier 1 and Tier 2 by 65% on performance and connectivity related calls. Because Tier 1 or front-office network operations center representatives are given access and visibility of information, they can close calls at point of reception. Handoffs and escalations to Tier 2 are reduced by 30%.
"In a matter of weeks, TELUS was able to integrate NetFlare into their call center processes," says Bruce Collins, NetFlare product manager. "We are now working closely with TELUS to extend the capability of the system to refine the service initialization process. Because NetFlare does not need client software in the consumer's PC or complex OSS interfaces, we are able to add new functionality to the system network wide very quickly. With NetFlare, TELUS is able to achieve a fast and measurable improvement in call center operational efficiency and quality of service to Internet subscribers."
About TELUS
TELUS Corporation (TSE: T, T.A; NYSE: TU) is one of Canada's leading telecommunications companies, providing a full range of telecommunications products and services that connect Canadians to the world. The company is the leading service provider in Western Canada and provides data, Internet Protocol, voice and wireless services to Central and Eastern Canada. For more information about TELUS, visit www.telus.com.
About Teradyne
Teradyne (NYSE: TER - news) is the world's largest supplier of automatic test equipment and is a leading supplier of high performance interconnection systems. Teradyne's test products are used by manufacturers of semiconductors, circuit assemblies, 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 $3.0 billion in 2000 and currently employs about 8,000 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 approximately 120 Million voice lines worldwide. For more information on Teradyne's Broadband Test Products, visit Teradyne at: http://www.teradyne.com/prods/btd/.
“In a matter of weeks, TELUS was able to integrate NetFlare into their call center processes”
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