BT keeps a keener eye on ISP customer experience
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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About Purple Sun Purple Sun offers a range of services to Internet Service Providers (ISPs) enabling them to benchmark customer performance across dial up, cable, broadband and wireless connections.
The ISP-I™ software from Purple Sun emulates an Internet user’s activity and gathers a range of detailed statistics including connection speed, reliability, performance and email delivery for independent analyses. Purple Sun’s customers include BT, NTL Home, NTL Wholesale, Kinsgston Communications, Virgin and Tiscali.
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