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London ISP CommunityFibre Shift to Amazon’s Cloud Contact Centre

Tuesday, Aug 2nd, 2022 (11:04 am) - Score 1,912
CommunityFibre-Home-Phone-Visual

London-focused UK ISP CommunityFibre has appointed contact solutions provider SVL to upgrade their existing contact centre by migrating it to the cloud-based Amazon Connect platform. The move is intended to help expand their support centre over the coming years to meet the needs of a growing customer base.

At present the operator, which also owns Box Broadband‘s full fibre network in parts of Surrey and West Sussex (here), has already covered 500,000 premises in the capital city with their 3Gbps capable Fibre-to-the-Premises (FTTP) network. But they’re also aiming to reach 2.2 million premises by 2024 – more than half of all the homes in the city (3.6 million).

NOTE: CF was originally backed by £90m from private investors and Government schemes (e.g. Amber Infrastructure and RPMI Railpen), followed later by £400m via Warburg Pincus and DTCP, and £100m from a syndicate of existing and new banks.

The partnership with SVL to migrate services to Amazon Connect, along with the addition of the Omningage customer engagement platform, will also include a managed service provided by SVL’s client services team.

Chris Williams, CIO of Community Fibre, said:

Amazon Connect is the perfect product to help Community Fibre expand and maintain the quality of its customer service, which currently has a 4.9 ‘Excellent’ Trust Pilot score and 96% 5-star reviews. We were very impressed by the expertise SVL has to offer in Amazon Web Services, and the flexibility and agility of this solution fit neatly with our future plan.”

End.

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Mark-Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
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Comments
14 Responses
  1. Avatar photo John says:

    Amazon finds itself yet another market to generate more revenue than actual countries

  2. Avatar photo Anuraj says:

    Anyone using community fiber ?

    I am about to take new connection. Review please

    1. Avatar photo Lucian says:

      No experience, but heard only good things and are my number 1 choice if they ever cover my area.

    2. Avatar photo Ken says:

      I’ve been a customer for 3+ years. Other than two dropouts speeds have been excellent and no slowdown during peak hours.

      At the start they handed out additional nodes for mesh routers for free but now it’s under the £5 WiFi guarantee program.

      It’s worth getting the 1GB package currently at £25 as the router has 4 ports rather than 2 so it eliminates the need for a switch potentially depending on your setup.

    3. Avatar photo OM says:

      Yep – six months in here, and the service has been rock-solid. On 500Mbps symmetric, and consistently clocking 10% over that. Highly recommend.

    4. Avatar photo Matt says:

      Yep, on the 1Gbps plan and it has been absolutely fantastic. Rock solid service with fantastic speeds and latency.

      Should be noted that anything below the 1Gbps package gets you a shared IP, if that’s important to you.

    5. Avatar photo SC-APC Connector says:

      One year on symmetrical 1000/1000. One dropout (which was scheduled – they dropped me an email to say it would happen between 2 and 3am). Had an issue with IPv6 not working, which they managed to sort out on the phone. Haven’t had any slowdowns according to my SamKnows Whitebox. Latency is low. Highly highly recommended.

    6. Avatar photo j karna says:

      I have been with them for two years- 1000Mbps symmetrical.The installation team were first- class.
      Their ‘technical support’ is on the same level as Talktalk.
      Latency is low and currently, there is no throttling.
      A word of advice, I replaced their supplied Velop router running WHW03CF firmware (their ‘tweaked’ Linksys firmware) with an Openwrt router. Linksys has an appaling record with firmware upgrades and CF are dependent on them for firmware upgrades.
      An example, Linksys released a firmware upgrade for the MR8300 4/19/2022 which addressed security vulnerabilities known as fragment and forge.
      Only a year late!

    7. Avatar photo Matt says:

      The supplied Velop router does make a fabulous wireless access point though!

      Got my connection running into a pfSense router and using the Velop as a WAP. 500mbps around the house and 750-850 if I’m in the room next door.

    8. Avatar photo Mario says:

      Yeah it’s actually great, before I was with virgin media for 10yrs and always had issues with reliability but most importantly with the fact that even though I was getting my full download speed which was 250mbps I was only able to get 10mbps of upload speed which is a joke tbh. But with community fiber its stable, reliable and if my neighbour has an issue they come to check if everything is running spot on also without me reporting any issues, also their customer service representatives actually know what they are talking about and they resolve issues very quickly but best of all I’m actually getting 1gbps down and 1gbps up so uploading to cloud etc is super fast also I’m a stream content on twitch and YouTube and having fast uploads makes my viewers happy too.

  3. Avatar photo John Nolan says:

    See item 4 on pages 10 and 18 at https://bit.ly/3nlXZAc

    1. Avatar photo John Nolan says:

      For some reason, this URL doesn’t work via my mobile app (and, I suspect other mobile apps) – however it works fine via desktop app? Apologies, but I was suggesting that this is a trend that will continue as more ISPs migrate to cloud based FAB – saving costs, I’m afraid

  4. Avatar photo Aled says:

    Curious, they have some build in Brentford and are “coming soon” !

  5. Avatar photo RaptorX says:

    This ISP has been getting great customer service reviews, however, I suspect that by going down this route, it’s gonna tank, sigh. Fingers crossed that doesn’t happen.

Comments are closed

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