Archive for: June, 2012

• June 06 2012

  Using OpenRG in Poland’s Connected Homes

  Author: roni 0 Comments

  COriginally an unbundled local loop provider, Netia is Poland’s largest alternative provider of fixed line communications, and holds approximately one-eighth of both the voice market and the broadband services market with almost a million broadband connections. In 2011 it had strategically invested in aggressive growth of its broadband services reach, and began offering triple-play and TV to its newly acquired broadband subscribers. Netia’s services include FON’s WiFi community, IPTV, Home Networking such as File and Print Servers, DLNA and more.

  As part of its strategy to offer leading broadband services, Netia decided to launch a gateway to rollout ADSL connectivity and digital content to hundreds of thousands of subscribers in one of the largest and most dynamic digital markets in Eastern Europe.

  With the flexibility offered by OpenRG, Netia is now quick to respond to changing market conditions and can easily introduce new services that are not available elsewhere, while keeping its service introduction and support costs low.

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• June 06 2012

  Top 10 reasons for customer support calls, and how service providers can reduce them

  Author: roni 0 Comments
  

  As the main point of contact between service providers and their customers, call center operations are key to operator success. On the customer side, the less calls, the better the service is perceived.
  On the Service Provider side, the less calls and truck rolls, the lower the cost of service.

  Rather than developing a theory on why broadband customers call support and then offering operators a product-based remote management and CSR application to reduce support calls, Jungo decided to validate its product vision in a real life situation. We conducted a trial with a major European tier-one broadband operator to check why customers call, and then tested whether our solution reduces those calls and their duration.

  The trial measured the following:

  - Number of support calls per root cause, so the top reasons to call will be easily identifiable

  - Support call length, and

  - Truck rolls

  Subscribers were provided a broadband service gateway with Jungo’s software, and Jungo’s self-help capabilities. Call center representatives used Jungo’s TR-069 remote management software and customer service application, Panorama, to treat calls and resolve customer issues.

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