Optus has included a new group-sourced tool that for the first time allows clients to provide network feed-back to the telco and log company faults.
By dropping a pin on an on the internet map, clients can report issues like network congestion and company outages for voice, messages and details to Optus for investigation.
The reporting characteristic is called Network Knowledge Maps, or NE-Maps, by Optus.
It can can be found on Optus’ company standing webpage, and is a customised Google Maps application.
It allows the telco’s guidance teams to check network efficiency for voice, text and details reduction and details degradation.
Prior to NE-Maps, there was no other way for customer to provide feed-back on network disorders, or to log a fault, bar calling Optus straight, the telco mentioned.
In iTnews’ testing, it was achievable to report faults outside the house of Australia as perfectly. NE-Maps acknowledged a network challenge report located on an island in New Caledonia and gave it a reference amount.
It was also achievable to report faults in Australia, from a New Zealand-dependent online provider.
Even so, an Australian ten-digit cellular mobile phone amount is needed to make a report. NE-Maps acknowledged any Australian mobile phone amount and any electronic mail address entered for updates, in our screening.
When requested if this could lead to untrue company issues being described from outside the house Australia, Optus mentioned it has taken steps to avert these types of items.
“The processes we have in location will assure the issues we investigate are genuine and provide real advantage to our customers’ working experience of our nationwide network,” Optus’ head of customer working experience Charles Weiser told iTnews.
iTnews understands that geofencing is carried out guiding the scenes in the program to root out probably terrible stories, but that intercontinental reporting is made available so that clients can however report issues while roaming on abroad providers’ networks.
Consumers can also choose-in to electronic mail and SMS text messages for updates on issues.
Utilizing NE-Maps for network feed-back and outage reporting needs a operating details connection to the online.