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e-Bonding streamlines fault resolution between carriers
The close relationship between AT&T and BT Wholesale (BTW) has been established for many years with AT&T selling BT Wholesale's leased lines and DSL broadband services to their UK end users. However, smoothly dealing with end-user faults in this partnership had become complicated and time-consuming - until the introduction of e-Bonding. The AT&T customer service team formerly had to double-key details of each end-user issue until the fault was finally resolved. This increased the risk of mis-communication and wasted valuable time, especially when the clock was ticking against service level agreements and end-user frustration.
e-Bonding allows AT&T's systems to 'talk' directly to BT Wholesale's, which streamlines fault resolution and improves the customer experience. It allows the AT&T and BT Wholesale customer services teams to keep each other informed of progress. It also allows AT&T to access BTW test and diagnostic tools, which instantly identify where the fault lies in the end-to-end customer connection.
BT Wholesale is extending the e-Bonding solution to encompass additional products, service delivery and carrier invoicing as well as countries and regions outside the UK where AT&T and BT have established business relationships.
BT and AT&T aim to enter into talks with other interested carriers to extend the solution further.
For further information about e-Bonding, please contact Richard Stratton.
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