| 摘要 |
<p>Today failure or degradation in a single item of equipment for telecommunications or cable provider can impact one customer through to thousands of customers. Usually the first indication, particularly with customer premises equipment, is a call from the customer which if not resolved by the call centre staff triggers a series of visits from technicians over a period of days to weeks. It would be beneficial instead for the notification of the issue to go from the service provider to the original equipment manufacturer (OEM) for resolution using their additional resources before dispatching a repair technician. OEM engagement providing improved resolution as issues known to OEM and repairs resolution would not be known to the staff of the service provider. The OEM may then directly engage a professional services organization to perform the repair operation, with spares provided from the OEM warehouses identified in their initial analysis of the issue.</p> |
