Customer-engineer relationship management for coverged communications service providers
BT Technology Journal
Six steps to excellent customer service
BT Technology Journal
Verifying home network bandwidth sharing plans
Proceedings of the 7th International Conference on Network and Services Management
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Consumer broadband has reached mass-market adoption. Over the next few years we will see a range of new entertainment, voice and other services being delivered to a variety of networked devices in increasingly complex home networks. For a service provider such as BT, this growth in market size and complexity presents both a challenge and an opportunity for customer service. The challenge is to minimise the cost of supporting these home environments. The opportunity is in being able to differentiate on service quality and generate additional revenues by managing the home network and the delivery of new services for the consumer. In this paper we will examine what management means for the home network. We will discuss the standards that exist or are emerging and discuss some approaches to management and diagnostics.