Sydney,  7 April, 2009 - AAPT has simplified self-installation of home broadband technology with the introduction of an industry-leading remote management system, which is delivering outstanding results.

Initial configuration and troubleshooting of AAPT’s residential broadband modems is now greatly simplified, following the implementation of CMS, the remote management system from 2Wire, a global provider of broadband solutions.

“Today, telecommunications providers are under tremendous pressure to simplify the installation, support, and management of increasingly complex broadband and high-speed data services,” says David Yuile, GM Network and Technology, AAPT.

“As these services are deployed more broadly and the customer service demands increase, the associated support costs invariably skyrocket.

“For AAPT, the implementation of the 2Wire CMS is about ensuring first-time configuration and straight-forward setup when customers are installing new modems.

“Our aim is for our customers to be able to plug in their new modem and go. Similarly, we want to ensure our technical support agents are able to help customers more quickly and effectively, without spending long periods of time troubleshooting.

“Using 2Wire CMS, we’ve seen a significant reduction in the number of calls from customers requesting assistance in the installation of their AAPT-provided modems,” says Mr Yuile.

When employed in customer support scenarios, 2Wire CMS remotely performs real-time diagnostic checks on the AAPT modem supplied to the customer. Data is collected from the modem and filtered through a diagnostic engine to convert complex data into simple, straightforward, actionable indicators that allow the quick assessment of customer problem areas.

“The 2Wire CMS solution has helped us reduce costs and greatly improve our customer service capabilities so we can focus on delivering high-quality, next-generation services to our customers,” continues Mr Yuile.

“As technology in the home becomes more complex, service providers need solutions that facilitate the control and management of all CPE while also alleviating the growing customer support requirements,” said Sean Parham, Executive Vice President and General Manager, Products & Platforms, 2Wire.

“Offering deeper, real-time analysis of subscriber environments, 2Wire CMS provides invaluable insight, leading to quicker, more effective customer service calls and big savings for service providers. We are proud that CMS is being used by AAPT, one of Australia’s largest telecommunications companies, to improve the subscriber experience,” said Parham.

AAPT is currently evaluating opportunities to expand the 2Wire CMS capability across other parts of its business.

ENDS