• Central & East Europe
  • Features
  • Media Meet & Greet

Broadband TV News

Independent. Since 2003

  • Home
  • Newsline
    • Platforms
      • Cable
      • Connected TV
      • IPTV
      • Satellite
      • Terrestrial
    • Technology
    • HDTV
    • Channels
    • On Demand/VOD
    • Distribution
    • Central & East Europe
    • Event Coverage
      • Calendar of Events
    • Regulation/Legal
    • Marketing
    • Columns
      • Briel On
      • Chris Dziadul Reports
      • Clover’s Week
    • People
    • Finance
  • Resources
    • White Papers
    • Download Presentations
  • Events
    • Events Diary
    • BTN Events
    • Events Coverage
    • Submit the details of your event
  • About
    • Contacts
    • Our Privacy Policy – Terms and Conditions
    • Editorial Calendar
    • RSS & Social Networking
    • Mobile
    • Logos and Pictures
  • Advertise
    • Media Info
    • Hosted Events
    • Roundtable Video
    • Roundup Video
    • Mechanical Data
    • Terms & Conditions
  • Subscribe

Connectivity and technical support the real challenges of lockdown working

July 1, 2020 05.01 Europe/London By Julian Clover

The surge in home networking and accompanying challenges for call centre operations has exposed Internet connections and speeds as leading issues for troubled homeworkers during the Covid-19 pandemic.

A survey by Sweepr of 600 consumers in the United States and UK has found that of those who experienced technical issues, 58% could not connect to the Internet; 59% experienced slow broadband speeds; 27% had a router/modem issue; and nearly 20% could not connect to a service over a recent 60 day period.

In response, 82% first tried to fix the problem themselves, citing speed and convenience as their top two motivators. However, 72% of those who relied on their provider’s self-service tools found them not easy to find, and 71% said those instructions were also not easy to understand.

Alan Coleman, Founder and CEO of Sweepr, says the proliferation of devices and networks is creating a greater complexity in our homes. “My son was playing Fortnight on his Xbox and then complaining bitterly to me about how poor our Wi-Fi was. And then me trying to do some portion of self-diagnosis to figure out what was going on and realising there were seven or eight different interdependent products, networks and services contributing to his gameplay. And I was meant to figure out where the the failure was in that ecosystem.”

The ultimate result was Sweepr that aims to make self-service simple for the connected home through a white-label, cloud-based platform that enables service providers and connected device manufacturers to respond to consumers’ support requests. This could be through a website, an app, or a skill attached to a smart speaker.

“Problems are complex because homes are complex. And then the attribution of the problem falls more often on the CSP or the ISP than might otherwise be fair, because it might be an issue at a fortnight. It might be a problem with the backslides servers and they’ll get the call and they’ll get the blame,” says Coleman.

Sweepr combines information from home networks, connected devices, and service diagnostics to build context for a user’s problem, using a combination of data analytics, natural language processing and machine learning techniques.

The objective is not only to identify the problem, but if it later requires human intervention to have customer services armed with the right information, or potentially the news that the technical department has already solved the problem.

  • Click to share on Facebook (Opens in new window)
  • Click to share on Twitter (Opens in new window)
  • Click to share on LinkedIn (Opens in new window)
  • Click to share on WhatsApp (Opens in new window)

Related

Filed Under: Newsline Tagged With: Sweepr Edited: June 30, 2020 19:00

About Julian Clover

Julian Clover is a Media and Technology journalist based in Cambridge, UK. He works in online and printed media. Julian is also a voice on local radio. You can talk to Julian on Twitter @julianclover, on Facebook or by email at jclover@broadbandtvnews.com.

Latest News

  • Major step in Spanish TV ad regulation
  • Rakuten TV launches 20 channels on Samsung TV Plus
  • KPN improves film offering with Pathé Thuis
  • EBRD to support Ukraine’s Datagroup
  • Virgin Media in 2.2Gbps broadband innovation trials

White Paper

Nordija White Paper Competition: Should we be afraid of giving away our data?

By Broadband TV News Correspondent

Machine learning and AI are some of the big buzz words these days. With these has come a need for getting as much data as possible, since the more data, the better use for it.

Most Read

  • Comment: Super League proposal puts pressure on TV rights model
    Comment: Super League proposal puts pressure on TV rights model
  • Rakuten TV launches 20 channels on Samsung TV Plus
    Rakuten TV launches 20 channels on Samsung TV Plus
  • Canal+ to launch premium DTH platform for Ethiopia
    Canal+ to launch premium DTH platform for Ethiopia
  • MTS to launch OTT service
    MTS to launch OTT service
  • OTT breakthrough for Unified Streaming
    OTT breakthrough for Unified Streaming

About Us

Broadband TV News is the Industry’s No.1 Information Provider bringing news, analysis and comment on the delivery of digital television, around Europe and the World.

Broadband TV News

PO Box 499
Cambridge
United Kingdom
CB1 0AH
news@broadbandtvnews.com

Editions

  • Central & East Europe
  • Channels
  • Columns
  • Features
  • White Papers

Subscribe

Join over 40,000 readers to our Daily and Weekly emails. Complete the simple form to get the latest issue delivered direct to your inbox.

Click Here

Advertise with Broadband TV News

Broadband TV News offers a range of commercial possibilities from banner advertising to white paper hosting. Keep your brand at the front of buyer's minds.

Contact: Chris Griffin Commercial Director Tel: +44 7590 522475

Connect with Us

 

Copyright © 2021 Broadband TV News LLP · Log in