Sunday, May 23rd, 2021 (12:01 am) – Score 0
Openreach (BT) has moved into the trial phase for a change that, when adopted by UK broadband ISPs, could potentially help reduce the number of missed engineering appointments by improving the level of contact made between the network operator and end-users (consumers etc.) on certain provision and repair journeys.
The public briefing doesn’t tell us anything useful, although feedback from ISPs indicates that the new trial is an extension to their existing Direct End Customer Contact system, which aims to reduce missed engineer appointments by sending an SMS (text) and / or landline voice message with a reminder of the upcoming appointment. Additional advice on what to expect on the day may also be included.
Openreach will also conduct tests to identify where the customer could benefit from troubleshooting advice being sent. The trial itself is due to begin on 10th June 2021 and will take place nationally (inclusion is based on the end customer’s journey – i.e. If the customer has an appointed provision order and if the ISP has opted-in to the trial).
“We are working to enhance all the journeys that are currently live using Openreach insight and testing and are working with Industry to implement additional requirements and create new journeys,” said Openreach to ISPreview.co.uk.
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