- Solution enables Sky's field engineers to enhance service experience and reduce device swap-outsDUBLIN, June 24, 2015 — (PRNewswire) — S3 Group, a global leader at enhancing the performance and service readiness of video platforms across connected devices, today announced it has been selected by Sky (UK) for a test automation solution to enable the pay-TV provider's field engineers to improve customer visit outcomes in the home.
Sky's Home Service Field Engineers visit over 3 million customers in the UK every year. As in-home technologies become ever more advanced, being able to accurately diagnose a service impacting fault becomes more difficult. This solution allows Sky's field engineers to reliably execute a series of tests on Set-Top Boxes (STB) in the home, and quickly isolate whether the fault is in the STB hardware, or a problem with the in-home configuration.
The solution performs a series of diagnostic tests in real-time using an engineer's existing tablet device to connect to the STB. Test results are returned in a clear and graphical format, to enable engineers to quickly address the problem, and directly engage with the customer to assure them they have correctly resolved the fault, and that their STB is working correctly. The results of individual engineering tests are centrally aggregated to enable more effective root-cause analysis of STB failures, and make it easier to identify historically fault-prone components.
"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," said Derek Dwyer, General Manager, TV Technology, S3 Group. "This solution enables Sky's field engineers to efficiently test a device, increases customer confidence in the diagnosis, and ultimately reduces device swap outs."
About S3 Group | TV Technology:
S3 Group is a global leader at enhancing the performance and service readiness of video platforms across connected devices. In both development and production, S3 Group provides unique insights through service validation products and platform integration services for multiscreen deployments. S3 Group has more than 100 customers, across 28 countries, including: Astro, BT, Comcast, Kabel Deutschland, Liberty Global, Mediacom, RDK Management, LLC, Sky, Swisscom, Time Warner Cable, upc cablecom, Videotron, and numerous others. Visit www.s3group.com/tv and www.twitter.com/S3Group_tvtech for further information.
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SOURCE S3 Group
Jonathan Downey at S3 Group
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