DZS Expresse solution helps PLDT drive revenue, cut costs and customer churn | Asian Telecom
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DZS Expresse solution helps PLDT drive revenue, cut costs and customer churn

DZS service assurance and customer experience software manages more than 3 million of PLDT’s fixed broadband PON lines and over 70 million globally.

Asian Telecom Awards 2023 announces that DZS, Inc. has won Infrastructure Initiative of the Year - Philippines. The access, optical and subscriber edge systems and service assurance and consumer experience software solution company will receive the award at ceremonies this April.

The awards programme celebrates Asia's most outstanding telecom companies for their ground-breaking achievements and initiatives, and their ability to navigate their way through the  market challenges whilst providing award-winning products and services to clients.

Managing, and Improving PLDT Fiber Network Performance

Internet service providers (ISPs) worldwide are under increasing pressure from regulatory bodies and market competitors to deliver better service performance metrics to customers to support customers’ higher demand for internet speed and better quality of experience (QoE). The demand is fueled by customers’ need for instant online gratification and the wider adoption of work-from-home arrangements.

For nearly a decade, DZS Inc. has helped telco company PLDT, Inc. respond to customers’ demands as it uses copper and fibre broadband networks supplied by multiple Optical Line Terminal (OLT) and Multi-Service Access Node (MSAN) vendors to deliver hyperfast, reliable, stable broadband internet and communications services, as well as a superior QoE to their nationwide customer base. 

Using a hardware-agnostic approach, DZS Inc.’s Expresse solution has enabled PLDT to improve customer QoE by maximising broadband speeds and conducting best-in-class real-time network monitoring, advanced diagnostics, data-driven optimisation, and issue resolution before they impact the subscriber. 

Today, the DZS Expresse solution manages over 3 million of PLDT’s fixed broadband PON lines. The company’s 3-pronged strategy and end-to-end service assurance support was key element in PLDT’s aggressive cell-site builds and upgrades to 4G/LTE/5G in many frequency bands, and swift and efficient "fiberisation" of homes and businesses nationwide. 

Since the deployment of the DZS Expresse solution, dramatic improvements were also noted in PLDT’s customer-connection reliability and stability, increasing network-wide bandwidth. The solution has given PLDT advanced tools to intelligently manage their next-generation fibre network and identify unstable connections and either resolve them remotely or proactively dispatch field technicians to remedy the issue, which in turn, has lowered PLDT’s customer churn.

Daily, the Expresse solution monitors millions of PLDT’s fixed broadband access lines and delivers actionable network improvement recommendations to more than 2,000 frontline customer support staff.

Expresse also provides PLDT with real-time broadband access performance evaluation, fault identification, fault localization, and field dispatch recommendations, driving measurable reductions in the number of daily customer calls and field technician dispatches. 

For marketers at PLDT, DZS Expresse is also helping identify customers who can benefit from higher-speed broadband service products, which fuels revenue and reduces operating costs.

The Asian Telecom Awards is presented by Asian Telecom Magazine. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for delivering cutting-edge, award-winning telco products and services to customers, please contact Julie Anne Nuñez at [email protected].

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