Alcatel-Lucent has launched a G.fast gateway and published new research on self-help customer service tools.
The new G.fast home networking device claims to allow operators to speed up the deployment of broadband services to residential and business customers by negating the need for on-site installation by engineers.
A-L said the device could be installed on existing broadband lines and is capable of delivering broadband speeds of 750MBps.
Dual-band Wi-Fi support offers further device capacity and speeds up to 1Gbps.
The device uses integrated reverse power to reduce the costs and complexity of large scale G.fast deployments, by removing need to connect distribution points to the power grid, A-L claimed.
Federico Guillén, president of Alcatel-Lucent’s Fixed Access Business Line, said: “Alcatel-Lucent is committed to helping operators bring ultra-broadband services to the connected home in whatever flavour or configuration they require.
“Combining the latest WiFi and G.fast technology, operators can now easily deliver fibre-like speeds into the home without ever having to drill a hole or run wires.
“The new CPE will provide operators with a simple way to help customers maximise the full potential of their connected home today and for years to come.”
Meanwhile, the France-based vendor published research revealing a growth in the popularity of self-help tools amongst customers.
In a study of 5,500 smartphone users Brazil, Japan, the UK and the US, more than three-quarters said they would avoid calling an operator’s customer service help desk.
Up to half of UK customers said they would opt to use self-help apps instead, the findings revealed, compared to 42 percent of those in the US.
Between 53 and 59 percent of Brazilians reported “a willingness to use self-service tools depending on the service”, whereas Japanese consumers were found to be “most willing” to use self-help apps.
Self-service apps for billing information, troubleshooting, usage tracking and security were amongst the functions users said they would most like to have offered by service providers.
A report from Astellia and AetherPal in April suggested that operators need to completely overhaul their customer care models, after revealing a stark disparity in the expected resolution times of calls to customer care centres between subscribers and operators.
The vendors concluded that self-care solutions had a “valuable role” to play in improving customer satisfaction.