Telekom Slovenije will now be able to monitor every customer endpoint by placing embedded software agents on Iskratel home gateways. This facility comes as a result of Telekom Slovenije commissioning Ixia’s IxRave service verification solution.
Ixia has announced that Telekom Slovenije has begun deployment of its IxRave service verification solution in order to verify and manage the customer Quality of Experience (QoE) of its multiplay subscribers. Using IxRave’s Carrier Multiplay solution, Telekom Slovenije will assure network reliability for customers from end-to-end with proactive testing of services and applications via the network core.
With IxRave, Telekom Slovenije’s front-line customer service technicians can launch subscriber experience tests from the call center in order to isolate and troubleshoot core network issues. This allows Telekom Slovenije to send field technicians to only those subscriber homes that IxRave has identified as troubled sites, thereby “reducing unwarranted field dispatches and significantly reducing operating expenses.”
With an initial roll-out to 60,000 of its installed triple-play customer base, Telekom Slovenije expects to reduce its call-centre volume and truck deployments by at least one-third. This should translate to savings of over US$100,000 per month, while increasing customer satisfaction and reducing churn. Telekom Slovenije also plans to see additional savings in a reduction of unnecessary customer equipment returns.
IxRave uses a single test-head in the network core to connect to customer-premise embedded test agents, providing an accurate and non-intrusive monitoring of the customer experience. Working with Iskratel, Telekom Slovenije’s supplier of home gateway devices for xDSL residential customers, each customer home gateway will have an embedded IxRave software agent that allows the centralised test head to get a ground-level view of customers’ QoE.
“We explored many options to help us ensure a high-level of customer satisfaction as we finalised our multiplay roll-out with IPTV service,” said Simon Furlan, Marketing Director at Telekom Slovenije. “IxRave...was the only solution that let us cost-effectively monitor every customer endpoint on our network. This enabled us to avoid the costly alternative of deploying hardware probes on selective DSLAMs in the network.”
“Iskratel welcomed the opportunity to work with two innovative companies like Telekom Slovenije and Ixia,” said Gregor Smolej, CPE Product Manager at Iskratel. “Deploying software agents on home gateways already installed at the customer premise allows a higher level of service quality monitoring on a carrier network than ever before, an impressive feat.”
* Ixia is a leading provider of converged IP performance test systems and service verification platforms for wireless and wired infrastructures and services. Ixia’s test systems are used by network and telephony equipment manufacturers, semiconductor manufacturers, service providers, governments and enterprises to validate the performance and reliability of complex networks, devices and applications. Ixia’s multiplay test systems address the growing need to test voice, video and data services and network capability under real-world conditions.
** Telekom Slovenia provides integrated telecommunications solutions, with almost 2 million users of mobile services and more than 1 million residential and commercial users of fixed telephony, VOIP, IP TV and Internet services in the region. The Group's key areas of activity are voice, data, Internet and multimedia services.
*** Iskratel develops customised and highly integrated communications solutions for fast-developing convergent networks. Iskratel “...responds to the challenges of supporting the existing networks and setting up convergent IP-based architectures that are able to adapt to specific regional requirements and customer wishes. With more than 1100 employees and more than 450 employees in connected companies in 20 countries Iskratel offers integrated telecommunications solutions for fixed and mobile telephony, convergent IP-based networks and network management.”