S3 Group said Sky (UK) will tap the vendor’s test automation solution to enable the pay-TV provider’s field engineers run diagnostics on set-top boxes that can rapidly determine the root cause of technical issues.
Noting that Sky’s Home Service Field Engineers visit over 3 million customers in the UK every year, S3 said the solution will enable the service provider’s field engineers to execute a series of tests on set-tops in the home and quickly isolate whether the fault is in the hardware, or if there’s a problem with the in-home configuration.
It will do that via a series of diagnostic tests conducted in real-time using an engineer’s existing tablet device to connect to the set-top, S3 said. The results are returned in a graphical format, enabling engineers to address the problem and to provide assurance to customers that, when the fault is resolved, their STB is working correctly.
“Sky is continuously applying new technology to ensure our customers receive the very best service experience,” said Giles Harvey, supply director, Sky. “Getting it right first time is important for customer satisfaction, and operational efficiency. S3 Group have provided a reliable solution for Sky’s field engineers to efficiently test and resolve device faults during a service visit.”
“The application of automation has become essential for pay-TV providers to reduce operating costs and improve quality,” added Derek Dwyer, S3’s general manager, TV technology, S3. “This solution enables Sky’s field engineers to efficiently test a device, increases customer confidence in the diagnosis, and ultimately reduces device swap outs”.
S3’s other customers and clients include Astro, BT, Comcast, Kabel Deutschland, Liberty Global, Mediacom, RDK Management, Swisscom, Time Warner Cable, and Videotron, among others.
