Here is a link to an interesting 5-page article from Telephony?s online magazine titled ?The best phone company in America??
Interesting because it doesn?'t bestow the honor to a traditional Incumbent Local Exchange Carrier.
I have pasted a few snippets from the article;
>>>The company has 46% of the phone market in Orange County,
Calif., where it competes against both AT&T and Verizon, and although it hasn't released subscriber numbers in Omaha, Neb., it didn't contest Qwest's contention before the FCC that Qwest is no longer the dominant phone company in Omaha and should be freed from regulation.<<<
>>>What came out of that research was a unique local network
architecture that Cox calls ring-in-ring HFC, which initially used fiber rings down to nodes of less than 1000 homes, and now is deployed to nodes of less than 650 homes. That architecture exceeds even what incumbent telcos
provide in terms of survivability.
?When you look at it that way ? we had redundant rings down to sub-1000 home nodes ? and you try to equate that with twisted pair coming out of COs serving 15,000 to 20,000 people, the redundancy we had was phenomenal,? Bowick said.
Cox also decided to make its phone service network-powered from the outset, despite the fact that it was more costly and time-consuming than using local power and battery backup.
?We included generator backup in many parts of the country,? Bowick said. We built hardened facilities? our master telecom centers were built very early on with NEBS compliance just as you would expect a CO to be. Everything was done top-notch before we entered the business. Early on, it
wasn't without some difficulty. This was a new business we had to learn. But redundancy was key; network powering was key.? <<<
>>>?We have a local team in each market, and I really believe this is one of the reasons why our customer service excels,? she said. ?We don't have to wait for everything to sift back to headquarters. Our employees have the authority and the empowerment to make things happen at the local level, all the way down to the individual customer service rep(CSR). They also are empowered to make on-the-spot decisions.?
For example, a CSR can decide to give a customer credit in the case of a service outage without getting prior approval, she said. <<<
Interesting because it doesn?'t bestow the honor to a traditional Incumbent Local Exchange Carrier.
I have pasted a few snippets from the article;
>>>The company has 46% of the phone market in Orange County,
Calif., where it competes against both AT&T and Verizon, and although it hasn't released subscriber numbers in Omaha, Neb., it didn't contest Qwest's contention before the FCC that Qwest is no longer the dominant phone company in Omaha and should be freed from regulation.<<<
>>>What came out of that research was a unique local network
architecture that Cox calls ring-in-ring HFC, which initially used fiber rings down to nodes of less than 1000 homes, and now is deployed to nodes of less than 650 homes. That architecture exceeds even what incumbent telcos
provide in terms of survivability.
?When you look at it that way ? we had redundant rings down to sub-1000 home nodes ? and you try to equate that with twisted pair coming out of COs serving 15,000 to 20,000 people, the redundancy we had was phenomenal,? Bowick said.
Cox also decided to make its phone service network-powered from the outset, despite the fact that it was more costly and time-consuming than using local power and battery backup.
?We included generator backup in many parts of the country,? Bowick said. We built hardened facilities? our master telecom centers were built very early on with NEBS compliance just as you would expect a CO to be. Everything was done top-notch before we entered the business. Early on, it
wasn't without some difficulty. This was a new business we had to learn. But redundancy was key; network powering was key.? <<<
>>>?We have a local team in each market, and I really believe this is one of the reasons why our customer service excels,? she said. ?We don't have to wait for everything to sift back to headquarters. Our employees have the authority and the empowerment to make things happen at the local level, all the way down to the individual customer service rep(CSR). They also are empowered to make on-the-spot decisions.?
For example, a CSR can decide to give a customer credit in the case of a service outage without getting prior approval, she said. <<<