Hosted CPE monitoring for fixed line quality diagnostics
At DANU we have for several years been innovating around the challenges of measuring xDSL and FTTx subscriber line quality from the end user perspective.
A typical fixed line service includes a modem with ethernet and WiFi connectivity to multiple devices in the customer premises, connected back to the local loop access network. There are multiple service affecting variables in this scenario, many outside of the control of the service provider. However it is essential that service providers manage those variables that are within the realm of the local loop network. This demands secure access to subscriber line diagnostic data, enabling analysis and resolution of customer service and network performance issues. Both customers and regulators rightly expect this to be the case, and indeed many implement their own comparative measurements between competitive service providers.
The challenge presented to service providers is particularly stressed in the case of resellers, when direct access to network equipment measurements is not provided by the wholesaler.
We have provided both active and passive Customer Premises Equipment (CPE) probing solutions to facilitate service providers to monitor, diagnose, resolve and compare service quality. Our hosted service solutions integrate with CPE to provide visibility and auto-resolution of service issues. A web-based monitoring, diagnostic and management capability is provided with role-based user interfaces for customer care and network engineering.
Key Features include:
- Line state monitoring
- Performance profiling
- Visibility of CPE and home network environment
- Real-time diagnostics and troubleshooting
- Proactive service impact identification
- Automatic service restoration
- Customer self-care smartphone app
The resultant visibility of end user service quality creates several measureable business benefits within the operator organisation. These include improved first call resolution rates in customer care; the avoidance of unnecessary modem replacements; fewer call escalations to technical operations staff; reduced number of site visits; improved network quality; increased customer satisfaction of network service and the qualification of customers for upsell service opportunities.