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Telefónica Germany

Details: www.telefonica.com

Telefónica Germany offers telecommunications services for private and business customers as well as innovative digital products and services in the field of Internet of Things and data analysis. The majority of the company is owned by the Spanish telecommunications group Telefónica S.A. based in Madrid. With a presence in 21 countries and a customer base of almost 350 million connections, the group is one of the largest telecommunication providers in the world. Under the core brand o2 and various partner brands, the company sells mail products as well as prepaid mobile communications products with innovative mobile data services. The basis for this is the mobile communications network based on a high-performance GSM, UMTS and LTE infrastructure. Telefónica Germany also provides in the fixed-line network segment telephony and high-speed Internet products such as VDSL.

Go-live of the innovative o2 DSL Service Suite

Telefónica Germany launches the new o2 DSL Service Suite in order to support their customers with all questions relating to their o2 DSL internet connection. Based on a customized and extended version of the m2suite home, the o2 DSL Service Suite offers help and support with topics such as DSL internet connection setup, optimization and management of Wi-Fi connections, automated error diagnostics and repair, router management, and much more.

o2 DSL Service Suite

Integration of TR-064

With the new version of the o2 DSL Service Suite, special attention has been given to the subsequent integration of the TR-064 protocol for almost all existing and all new o2 routers. From now on, the o2 DSL Service Suite not only supports the current FRITZ!Box models but also the o2 HomeBoxes in full. With this new integration, the user is being enabled to comfortably manage the most important router functions. This includes, for example, the general Wi-Fi management, control over a Wi-Fi guest account, the reading of router data and display of the current speed as well as many other functions.
In order to guarantee the best possible realisation of the project, mquadr.at and Telefónica Germany were in constant communication regarding the optimal integration of the TR-064 protocol, which is the reason the now launched o2 DSL Service Suite has evolved into this excellent product in the field of self-service software.

Internet setup made easy

In a straight-forward and uncomplicated way, the user is lead through the process of starting up the router, provisioning of personal data, and setting up the Internet connection: in a few steps, the Wi-Fi can be individually configured, and all other devices in your home network can be connected to it.

o2 DSL Service Suite o2 DSL Service Suite

Extended self-repair functions & trouble tickets

The o2 DSL Service Suite offers numerous automatic repair functions as part of its comprehensive and extended self-repair functionality. These functions aid the user in solving problems manually or automatically, which significantly reduces the need for calling a hotline and the associated waiting times for the user. Should a problem not be fixable despite this, target-oriented contact options and check lists are offered to the user before calling the hotline (the list also offers notes on potential interruptions or obstructions). If calling the support and maybe even an appointment with a technician are necessary, the status of the reported problem or the agreed upon appointment can be checked using the function "Query DSL ticket status". Simply input the ticket number and receive the corresponding status.

o2 DSL Service Suite o2 DSL Service Suite

The new router desktop

The desktop "Router" has been completely newly integrated into the o2 DSL Service Suite. This is accompanied by a variety of new functions, for example, "Router restart" or "Router reset", both of which can often help with the correction of errors or interruptions. In addition, Wi-Fi data can be read, the router can be connected via Wi-Fi or LAN, and the router web configuration page can be accessed. Moreover, the function "Telephone setup" now offers the new option of connecting a telephone to the router wirelessly (DECT) or via cable.

o2 DSL Service Suite

Chat with Lisa

o2 wants to help their customers to solve issues quickly and easily. Instead of accepting long waiting times in the service line, customers can now call upon Chatbot Lisa (an intelligent digital online assistant) to receive interactive advice. Chatbot Lisa can be activated directly through the o2 DSL Service Suite and answer the users' questions live. In a dedicated window, complete sentences or only phrases and terms can be entered via chat function, which are then answered by Lisa with suggestions or tips for solving the problem. Of course, Lisa recognises that the question has been posed through the o2 DSL Service Suite, so that answering the questions based on context is possible as well.

o2 DSL Service Suite

o2 Services

The o2 DSL Service Suite contains a dedicated desktop for a variety of "o2 Services". Here, quick access to the most commonly used service topics is possible, including bill and data usage overviews, as well as a direct connection to the o2 community. Its many forums and also the o2 Guru are only a click away.

o2 DSL Service Suite

Security check & System tools

The o2 DSL Service Suite comprehensively aids customers against threats like viruses: on the "PC & Security" desktop, there are numerous functions next to the o2 service "o2 Protect" that ensure the security of the PC and that keep the operating system up to date regarding antivirus software and firewall. In addition, the user is continuously informed about the status of their PC and relayed to potentially available updates. An additional way of increasing the security of the computer is the function "Remove Internet traces". It offers the user the option of deleting sensitive data like cookies, browsing and download history that are automatically collected by the computer when browsing the Internet. In order to keep the operating system clean and efficient, the function "PC cleanup" can quickly and easily free up disk space: the o2 DSL Service Suite analyses the operating system und suggests files to the user that can be deleted unhesitatingly. With a few clicks, unnecessary ballast can be removed and the system can be used optimally again.

o2 DSL Service Suite

Wi-Fi tools

The Wi-Fi desktop of the o2 DSL Service Suite offers many new and updated features and services for the home Wi-Fi. There are features for both experienced and novice users, such as "Optimise Wi-Fi", "Measure Wi-Fi signal" and "Manage Wi-Fi profiles". Beside the management of the Wi-Fi settings, Wi-Fi data can be set on or read from the router, as well as shared as a QR code and scanned with a QR reader for quickly establishing a Wi-Fi connection later. Furthermore, the Wi-Fi desktop allows for the creation and managing of a dedicated Wi-Fi guest account if the router supports it. This respective access data can be shared easily via email or QR code as well. Advanced users can analyse and graphically display their Wi-Fi and Wi-Fi surroundings with the help of the "Wi-Fi expert tools". In addition, a detailed list of all Wi-Fis close to the user with further information and a sort function is shown.

o2 DSL Service Suite

Telefónica Germany selects our m2suite home for their dsl self-service solutions

Telefónica Germany decides to make the already well-known o2 Service Suite based on the m2suite home with new features and a fresh look even more attractive for its customers. Therefore, in addition to the proven mquadr.at solutions, new exciting and helpful features for o2 DSL customers are currently being developed in cooperation with Telefónica. Among many other features, customers can expect a noticeable expansion of the o2 Service Suite functionalities in the home network area due to the support of all DSL & VDSL routers.

o2 LogoTelefónica Germany offers telecommunications services for private and business customers as well as innovative digital products and services in the field of Internet of Things and data analysis. The majority of the company is owned by the Spanish telecommunications group Telefónica S.A. based in Madrid. With a presence in 21 countries and a customer base of almost 350 million connections, the group is one of the largest telecommunication providers in the world. Under the core brand o2 and various partner brands, the company sells mail products as well as prepaid mobile communications products with innovative mobile data services. The basis for this is the mobile communications network based on a high-performance GSM, UMTS and LTE infrastructure. Telefónica Germany also provides in the fixed-line network segment telephony and high-speed Internet products such as VDSL.

mquadr.at is the leading European tech company for Digital Self-Care & Customer Experience Solutions in telco business. Our products empower Internet users to help themselves without having to call the customer hotline and support them throughout the entire customer journey: from quick product onboarding and automated troubleshooting, Wi-Fi configuration and optimisation to a flawless daily Internet experience.

o2 Service Suite - featuring the all-new Internet First Time Setup (Launch: April 2016)

o2 Service Suite; featuring the all-new Internet First Time Setup (Launch: April 2016)

The well-engineered and extended Internet First Time Setup module includes all components necessary to quickly and simply use a new broadband product, already creating a positive customer experience during the onboarding process. Along with many proven self-care features, this module is now used for the first time in an m2suite.

About m2suite

m2suite is the leading self-care software in the Internet and Telecom sector covering a wide range of service and support topics within the home network. Thus, m2suite is a powerful access point which offers quick and valuable help in most support scenarios. An elegant, self-explaining GUI ensures high acceptance and demonstrably improves customers’ support satisfaction as well as the ISP’s performance indicators.

o2 Service Suite home

Features of the o2 Service Suite

Simple First Time Setup of the Home Network

The all-new First Time Setup module contains all components necessary to configure the Internet and the home network, combining them in a dedicated topic desktop. After the installation ofo2 Service Suite, the First Time Setup is opened automatically and an initial analysis is performed. Then, o2 Service Suite guides the users through all further steps. Besides providing router manuals or instructions on how to set up Ethernet and Wi-Fi connections, the First Time Setup module can be enhanced by further ISP features, such as Wi-Fi extenders or Internet telephony.

Depending on requirements and significance, the First Time Setup allows either for immediate or later action. The status of the corresponding areas is displayed on the First Time Setup desktop and processes can be continued at any time. Thus, customer support is perfectly comprised in the o2 Service Suite which is fully tailored to fit users’ needs.

o2 Service Suite home

Real-time diagnosis and automated error repair

o2 Service Suite supports daily Internet use by providing information on router management, Wi-Fi optimising and customer account management. Furthermore, the software offers quick and targeted help by the Real-time Intelligent Self-repair feature, real-time diagnosis and automated error-repair.

As soon as an error is detected in the system, o2 Service Suite automatically informs the user, showing a message and suggesting repair possibilities. For many common problems, an automated one-click repair process is at hand. Otherwise, further hints and instructions are provided.

Flexible adaptation to the ISP’s requirements

Based on a modular framework, o2 Service Suite is tailored perfectly to fit the offers and services of the ISP and can be extended by new requirements or technologies at any time. Thus, o2 Service Suite offers a sustainable solution able to develop along flexibly with future needs and trends of digital customer support.

Both topic desktops and modules contained in these desktops can be selected and positioned according to the ISP’s needs, thus providing target-oriented help with high-demand subjects.

For O2, Wi-Fi-related topics and a comprehensive O2 customer service are the key focus. This is why O2 Service Suite offers a dedicated desktop containing a direct contact link to usage overview, customer data and online billing as well as to the O2 community and the web shop.

As of now, o2 Service Suite for Windows systems can be downladed at the O2 customer portal: http://www.o2online.de/servicesuite

DSL Soforthilfe – m2selfrepair for o2 customers (December 2013)

DSL Soforthilfe – m2selfrepair for o2 customers (December 2013)

Telefónica Germany offers their customers a software solution for the independent repair of Internet-access related problems. Based on m2selfrepair, mquadr.at has adapted the DSL Soforthilfe to the specific requirements of o2 and given it its individual look & Feel.

The customers receive a free tool that provides real support exactly where it counts: on the consumer home computer.

The proven concept behind the DSL Soforthilfe – self-care software that offers real support

DSL Soforthilfe helps to guarantee that customers remain online after the initial Internet access setup. Changing configurations, the influence of 3rd party software, etc. – many factors can lead to a disrupted connection. For the most part, these factors are outside of the providers’ direct control – but m2selfrepair enables the diagnosis and repair of many typical errors directly on the consumer’s home computer. DSL Soforthilfe runs in the background and appears only when an error has been detected and repairs it automatically or offers step-by-step instructions for manual repair. This way, errors are resolved before a call is made, reducing costs for hotline and on-site support significantly.



DSL Soforthilfe’s most important features:

  • R.I.S. (Realtime Intelligent Selfrepair): analysis and repair in real-time – DSL Soforthilfe runs in the background and offers support if errors occur
  • D.O.D. (Diagnosis on Demand): the system can always be checked for many error types – in case of an error, the software offers automatic or manual repair options
  • Extra feature: integrated assistant for simple Wi-Fi setup and Wi-Fi broadcast channel optimization
  • Customized design of the user interface with o2 look & feel
  • Detailed router cabling instructions adapted to the products of o2 support the initial Internet setup routine
  • Automatic repair of a broad range of errors regarding Internet connection, Wi-Fi connection, and router configuration
  • Easily understandable step-by-step instructions guide through the manual repair of complex technical problems (e.g. Wi-Fi configuration) – a comprehensive help offers additional support
  • Extensive analysis options: error diagnosis and status reports offer detailed information on occurring problems
  • Full support of Windows 8®, 7®, Vista® (32-Bit and 64-Bit variants) and Windows XP® (32-Bit)

All these features increase the efficiency of support hotline calls (less calls, better prepared customers) and the trust in the provider and its products, and they improve customer satisfaction.

“Using a self-care solution pays off: many leading Internet Service Providers profit from self-repair solutions.”

Our experience shows: self-repair delivers great results – better service and increased customer satisfaction

The use of a self-care software such as DSL Soforthilfe significantly contributes to the improvement of the level of service offered to customers – our long-term leading presence in the area of self-care solutions has proven it again and again. Customers who successfully solve problems with the help of DSL Soforthilfe gain confidence in their Internet provider. They lose their fear of the sometimes confusing technology „Internet“ and feel satisfied with their connection. Specific error descriptions replace desperate complaints such as „My Internet does not work any more!“ and help to build a firm and sustainable foundation of trust between provider and customer.