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BT keeps a keener eye on
ISP customer experience
BT keeps a
keener eye on ISP customer experience (26/07/05)
BT Retail has
committed to gleaning new intelligence about its Internet customers’
experience and the performance of BT’s key Internet Service Provider (ISP)
competitors.
BT’s ADSL broadband and dial-up narrowband services
will be monitored from five geographic locations around the UK using
ISP-I™ (pronounced “eye spy”), the customer experience
monitoring and competitor benchmarking solution from Purple Sun.
As well
as monitoring service reliability, ISP-I™ will provide real-time data on
the speed of Internet connections, how long it takes to connect to the
Internet, the performance of email services (both POP and SMTP), file upload
and download speeds and performance of both PING and DNS lookup – all from
the BT customer perspective.
BT will also receive the same data about
their key competitors’ services.
ISP-I™ emulates Internet
users’ online activity by connecting to ISPs registered with Purple Sun at
least once every 30 minutes. The system monitors ADSL, DSL, cable modem,
dial-up narrowband and wireless Internet connections and provides a variety of
key detailed statistics. This data helps Purple Sun’s customers to manage
their services more effectively, monitor compliance with service level
agreements and conduct competitor analysis. Should a significant issue arise,
Purple Sun’s clients can be alerted via email, SNMP (Simple Network
Management Protocol) and SMS.
ISP-I™ currently monitors over 250
home and business ISP services in the UK.
Gavin Johns, Managing Director
of Purple Sun said, “BT recognise that intelligence counts. ISP-I will
give BT crucial real-time data on how their Internet services perform for
customers. This will help them to manage their network more effectively and
identify any potential service issues before they become problems. They can
also rate themselves against their competition – a great asset for
marketing campaigns. By using ISP-I, BT will gain an insight into their
customer’s online experience and the performance of their competitors that
they have never had before.”
Andrew Ward from BT Retail said,
“Purple Sun will provide us with an additional independent real-time view
of the performance data on dial-up Narrowband and Broadband services. ISP-I
will help our operations team to monitor our services allowing us to easily
identify changes in performance from a customer perspective. Also, the flexible
graphical interface provided by ISP-I allows long term trends to be
tracked.”
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