Case Study
European PTT Saves $11/year per user with neXus - Case Study
Customer
A European PTT began offering Broadband Access Service early in 2000.
It originally used ATM-DSLAMs as the aggregation/access network and the Cisco 6400 BRAS with SSG to provide equal access to its ISPs. Over time, the customer upgraded its network equipment as well as supporting back office. The upgraded network included new MSAGs, ETH switches (mainly 4500 series) and next-generation Cisco ESR-10K BRAS, supporting SSG and newer ISG code. Upgraded back office included DHCP, AAA, SESM subscriber portal, an LDAP and a MySQL database.
The customer commissioned its system integrator and ComAbility to deploy its next-generation broadband access solution.
Requirements
The customer needed a flexible management system to integrate its multi-vendor next-gen equipment. It required a centralized suite of tools to operate, activate and manage its subscribers and services with a simple-to-use GUI.
The customer required that the solution scale to hundreds of thousands of customers; support legacy BSS and OSS such as Billing, CRM and Order Management; and enable smooth migration with no intereference with customer service or business continuity.
Solution
ComAbility deployed its neXus product, offering a complete solution to the customer’s requirements that also supports future growth, development and scale.
Key Performance Indicators
Following neXus deployment, the Call Center reported a stunning 70% decrease in inbound customer calls, and an operational savings of $11 per year per DSL line.
Call Center Key Performance Indicators were:
| Average Speed of Answer |
Increased by 60% compared to the old system |
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| Agent's Average Talk Time |
Decreased by 45% compared to the old system |
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| Average Handling Time |
Decreased by more than 60% |
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| Agent's Calls per Hour |
Increased by 50% compared with the old system |
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| First Call Resolution |
More that 85% of all cases were resolved during the first call, compared to only 50% with the old system |
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Business Benefits
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Reduction of OPEX |
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Fully automated DSL provisioning, completely integrated with Legacy BSS and OSS |
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Reduced errors, lower costs and reduced risk via pre-integrated solution |
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Fewer issues to escalate because Call Center solves problems directly |
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Improved time to resolution |
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Powerful support tools |
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Improved satisfaction due to better service quality |
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Enhanced customer retention/reduced churn |
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Rapid implementation of differentiated services |
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Simplified CSR training with easy-to-use GUI |
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Future-proof support for major equipment vendors (Cisco, Alcatel/ECI, MySQL, Sun) |
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Solutions for
Service Providers |
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