#passpoint

NEW ORLEANS, August 20, 2019 - GlobalReach Technology, a leading provider of high-performance Wi-Fi solutions, services and analytics, has partnered with the Mercantile Hotel New Orleans to implement a next-generation guest Wi-Fi service through the implementation of Hotspot 2.0. An all-suites boutique property located in the historic Warehouse/Arts District of New Orleans, the Mercantile Hotel New Orleans’ adoption of Hotspot 2.0 gives guests an automatic connection to hotel Wi-Fi, and bypasses the usual barriers to Wi-Fi access with a secure authentication process that mirrors the ease of use of today’s cell phones.

Guests can connect multiple personal devices by provisioning each device with a Hotspot 2.0 credential once with a process that takes just seconds. The Mercantile’s guests can simply scan a QR code at reception or on the in-room Angie virtual assistant device present in all 90 luxury suites. This then directs them to the GlobalReach online signup server in order to instantly download a secure profile. Once the profile is downloaded, a guest’s phone, laptop or tablet will be automatically connecting to the hotel’s Wi-Fi service, eliminating the need to remember passwords or log in again.

“Since implementing GlobalReach Technology’s Hotspot 2.0 alongside our new Angie Hospitality in-room guest assistants, we have seen a 70 to 80 per cent reduction in Wi-Fi support calls which has freed our staff to have other conversations with guests that lead to enhanced value and satisfaction,” says Joshua Herron, Director, Technology & Experience at Innisfree Hotels which oversees the Mercantile Hotel New Orleans. “These two solutions have allowed us to substantially improve guest loyalty and satisfaction and have experienced nearly 100 per cent positive feedback on the property. Hotspot 2.0 is simply a ‘no-brainer’ for hotels, and I can imagine putting this in every one of our properties.”

Seamlessly integrated with the Mercantile’s existing Ruckus Zone Director, Ruckus Wi-Fi Access Points and Deep Blue network in a matter of hours, Hotspot 2.0 by GlobalReach Technology was also simultaneously added to the property’s 24-hour Angie Hospitality guest room assistant. This provides each guest with private and secure access to their own in-room network.

By Chris Bruce, managing director, GlobalReach Technology

Have you ever used Wi-Fi on a commuter train service?  

If you do so daily, have you wondered why you have to click the T&Cs each time you connect?  Have you ever been bumped off the Wi-Fi service on your train and had to connect to a different service on the platform as the train stops at a station?  And, has your smartphone ever been confused as to which signal (SSID) to connect to when two trains from different TOCs (Train Operating Companies) are at adjacent platforms?  

I am a daily business commuter to London, and I find all these things frustrating and as I work in the Wi-Fi sector I also know that the experience for me and millions of others is unnecessarily complex.  It is relatively easy to fix these issues, and through Hotspot 2.0 Wi-Fi roaming, create a revenue stream that will compensate the TOCs and fund a connected passenger journey.  

There is no technical reason why a passenger moving from one train service to another cannot register once and be connected seamlessly throughout their rail journey. Hotspot 2.0 solves all these problems and provides a more secure connection via encrypted radio link from handset to Wi-Fi access point.  Both the technology standards and supporting hardware are available now and businesses in other industries, like retail and hospitality, are already seeing the benefits of a better, and more secure, user experience.

The passenger experience - and that of the rail operator - can be improved by making the Wi-Fi service better. This was the essence of the recent submission that GlobalReach made to the Williams Rail Review, the UK Government’s rail six months industry review.

Make Rail Wi-Fi Better

The UK rail network is a patchwork of different stakeholders, made up of Network Rail and the different TOCs, station retailers, contractors, maintenance companies and many others.  By adopting the Hotspot 2.0 standard, simple roaming agreements can be put in place that let passengers register for Wi-Fi just once and move from one Wi-Fi network to another. They can connect using a profile stored in their smartphone’s SIM card or via the train operator’s loyalty scheme app.

Passengers connect to Hotspot 2.0 services by downloading a one-time provisioning file to their device. This then automatically configures Wi-Fi settings and encryption.  Once the device is provisioned with a Hotspot 2.0 credential, this one-time sign-up then gives passengers an automatic connection whatever train, route or rail operator they are using.

When commuters like me return to the station or train, their devices are ‘remembered’ and they automatically connect day after day, without the need to log in again. It’s a better experience made possible by a mature Hotspot 2.0 technology standard, which has been available since 2014.

A passenger engagement channel

While better Wi-Fi may not help trains to arrive on time, it will improve passenger communication about journey information, delays and cancellations. General messages can be sent to the devices of all Wi-Fi users on a platform or train to supplement PA announcements, and allow them to plan alternatives, reducing stress in times of service disruption. It may also occupy passengers for entertainment or work.

With this ability to target communications at a granular level, TOCs can increase the transparency and relevancy of their passenger service announcements, and so improve satisfaction.

Better Wi-Fi security

Imagine that you’re on the move, working or communicating away from your home network. You’re potentially vulnerable to man-in-the-middle attacks.

Hotspot 2.0 delivers higher levels of user security and legal compliance with GDPR and security responsibilities. This happens by authenticating the subscriber’s connection with credentials provided by their mobile operator on the user’s SIM or via online signup (OSU) validation.  Hence TOCs can meet all CSP (Communications Service Provider) and ISP (Internet Service Provider) regulations for providing the service.

Some Wi-Fi operators authenticate users for seamless login with the MAC (Media Access Control) addresses of a previously connected device.  However, communications between the device and the access point are unencrypted with this method. Moreover, many of the handset operating systems updates ‘randomise’ MAC authorisation on many devices for other security reasons, so returning users may have to log in each time.

Hotspot 2.0 overcomes this issue by using encryption between the Wi-Fi access point and the user device and is, therefore, more secure.

The upside for train operators

Better Wi-Fi is not just better for travellers. With a Hotspot 2.0 service in place, rail Wi-Fi operators may also have a new way to secure income from the Wi-Fi roaming and mobile offload agreements, to help fund the network improvements.

Hotspot 2.0 makes using Wi-Fi more like a mobile network. This seamless user experience, combined with the better ‘in-carriage’ coverage that Wi-Fi offers, makes these services more attractive to mobile carriers, aggregators and other telco service providers. They’re in high demand as a way to quickly grow their coverage footprints and enable offload.

By implementing roaming agreements, passengers can benefit from secure and automatic Wi-Fi access whatever their route or with whichever TOC.  Rail operators can still retain their brand identities by keeping their existing SSID, portal and user experience by using a Hotspot 2.0 roaming feature called RCOI. This is a Roaming Consortium ID which allows all parties to roam across different Wi-Fi networks.

This is good news for rail companies. Third-party partners can roam or offload data onto the rail Wi-Fi network for a fee, and these fees could contribute to funding and upgrading to a world-class connected passenger journey.

The future of rail connectivity

Upgrading Wi-Fi authentication and policy management across railway infrastructure (trains, stations, platform and depots) can enhance the passenger experience and improve satisfaction levels.  Hotspot 2.0 makes this possible. A collaborative approach between rail companies can make this happen.

Reimagine my daily commute with an automatic Wi-Fi connection. As I reach the station and move from platform to train, my phone is already connected no matter whether I switch to a different rail company.  I don’t have to login again and again, and I have a way to stay in touch, work, or keep my family entertained.

This relatively small and simple upgrade to existing rail Wi-Fi infrastructure can open the door to huge improvements to the passenger experience and to passenger satisfaction.  

About GlobalReach Technology

GlobalReach has designed and built some of the world’s most sophisticated Wi-Fi services such as the award-winning London Underground Wi-Fi service (as a white-label supplier to Virgin Media).

Its carrier-grade solutions are used by ScotRail (including data offload), Coast to Coast Rail (including a single sign-on solution, train to the platform), GlobalReach has delivered Wi-Fi services for Virgin West Coast and also provides passenger Wi-Fi on buses and taxi services, as well as inflight Wi-Fi and maritime services.

As the rail sector looks to improve its customer experience, we are ready to help support the UK rail industry deliver a world-class connected passenger journey to enhance the overall customer experience, whilst enabling commercial models to support the investment required.

Chris Bruce is managing director, GlobalReach Technology. He has more than 15 years experience in service provider Wi-Fi as CEO of BT Openzone and in his chair/co-chair positions at the Board of the Wireless Broadband Alliance (WBA). www.wballiance.com

Join us at the Seamless Air Alliance booth next week as we demo in-flight Hotspot 2.0 WiFi. 

 Booth B49, Hall 6 17-23 June 2019 Parc des Expositions Paris-le Bourget.

The Mercantile, New Orleans, is offering guests a better Wi-Fi experience, with the introduction of secure, seamless guest connectivity. Using a Hotspot 2.0 service from GlobalReach Technology, the hotel's Wi-Fi login process has been streamlined to mirror today's cellular connectivity. Guests who add a secure Hotspot 2.0 profile to their devices will now automatically connect to Wi-Fi in the lobby and all 90 luxury guest suites.

The profile can be added to multiple guest devices, including Wi-Fi only tablets and laptops. Guests scan a QR code (see below) or visit the GlobalReach OSU webpage to download a one-time provisioning file to configure the Wi-Fi settings, and encryption protocols without the need for human intervention. Once registered, guests’ devices will automatically and securely connect to Wi-Fi whenever they're in range of the Mercantile's Hotspot 2.0 service.

"High quality Wi-Fi continues to be important for our guests. Adding seamless Wi-Fi connectivity using Hotspot 2.0, gives our guests the experience that they would get at home. It's easy for our team to manage, and there's no need for front of house staff to spend time handing out passwords. I'm confident it will boost guest satisfaction, and give us a new guest engagement channel." says Joshua Herron, Manager, Task Force at Innisfree Hotels.

In a separate innovation announced this week, Angie Hospitality announced that it has integrated GlobalReach Hotspot 2.0 with its 24-hour guest room assistant. The new, secure Wi-Fi connectivity, which is also available in all Mercantile guest rooms this week, ensures that each guest can effortlessly and securely connect their devices to a private, in-room, secure Wi-Fi network, in addition to Angie's array of voice control and touch screen capabilities.

By Mark Carter, Chief Product Officer at GlobalReach Technology

Wi-Fi carrier roaming produces additional revenues for service providers its primary benefit is in the avoidance and reduction of subscriber churn.

Service providers can leverage Wi-Fi carrier roaming to extend service platforms by working with other operators to add value in other territories and and other vertical markets.

This can boost brand loyalty and, as roaming barriers for LTE come down, can also help in the development of a more heterogeneous network view.

Wi-Fi has a strong card to play in that game by providing service providers with lower cost transport services.

In this interview, originally filmed by TelecomTV at the WBA’s Wireless Global Congress London, 2018, Mark Carter, GlobalReach Technology’s chief product officer, urges the industry to rethink roaming and the complementary nature of 5G and Wi-Fi.

How are service providers using GlobalReach for both consumers and enterprises?

Our service platform falls into two camps.

Authentication, with virtual RADIUS and oAuth to allow service providers to tailor their authentication method that they want their users to use.  This isn’t just email.  It could be Google or Facebook identities for example.

More and more people are additionally now asking for loyalty platforms tie-ins, which actually drives brand loyalty and brand engagement.

The second piece is the actual interface that the user sees during their journey, which is traditionally the captive portal.  GlobalReach gives them a platform to allow them to design, build and develop any number of wireless services, depending on the enterprises they’ve working with. It’s essentially a management platform for the wireless user experience, which allows them to brand and customise all their services.

The brand name is Odyssys, which is the platform as a whole. And, within the platform there are standalone feature units, which do what they say on the tin. Features like policy management and provisioning for example.

How is it helping service providers to improve the services they’re talking about?

Our specific capabilities are about the improvements to the user journey, Hotspot 2.0, user profiles, enabling pre-deployment of Wi-Fi authentication before consumers get to a venue. At Wireless Global Congress London 2018, for example, you saw QR codes for onboarding of Hotspot 2.0 for the first time.

So cutting down the technical requirement and breaking down the barrier to entry, which is something that Wi-Fi has struggled with in comparison with mobile.

Our goal is to make the experience seamless but not to get away from a better user experience.

What are the benefits of Wi-Fi carrier roaming?

Fundamentally is generates some carrier revenue, but really for me the primary use of service providers to consider this is to avoid churn.

By working with other service providers they can add capability to their service platform, add territories and brand capability. Which adds value to their subscribers.

What you’re seeing as the roaming barriers for LTE come down, you’re starting to see a more heterogeneous mix. Wi-Fi has a major role to play in that mix for bringing down the transport costs for voice traffic for example, when people are travelling out of territory, or are within areas where voice coverage might be bad.

What about the consumers? They’re the ones who are playing in the end. Are they particularly aware?

Probably not, to be honest.

More and more we are starting to see a service requirement to move away from apps. It needs to be part of the bearer network and to work seamlessly. Consumers are now starting to appreciate Wi-Fi not for what it is, but what it does.

It’s about the loading of content, and about the experience that they want.  So while they don’t necessarily appreciate the technology, why should they?

I don’t think that they necessarily care.

Where do you see Wi-Fi in a 5G world, and are you evolving your products and services to get ready for the demise?

Well, I don’t agree with the demise for a start.  I think that they do different things.  You’ve heard at WGCLON that the carriers are very much setting out differential plays for 5G and Wi-Fi.

Wi-Fi ultimately has a role to deliver the ‘last 50 feet.’ You have that high power, so you might use 5G to a rural homestead, but the distribution on the property of more likely to be Wi-Fi.

So I think that there is a match.

What is encouraging is that Wi-Fi and AX are keeping pace, in terms of the bandwidth capability.

There’s always a danger that you might have lightning fast Wi-Fi and no backhaul, which is a mismatch and affects the whole experience. So if the two technologies don’t work together for different use cases. Then there’s a problem.

Our capabilities take account of the bearer to shape the traffic and to give a faster experience, so I’m tending to concentrate on technologies like HTTP2 which is smoothing out that user capability in low bandwidth situations.

Where it comes to high bandwidth content, it’s really about managing the stream for that user.  

Secure, Seamless Wi-Fi Used by Delegates of HTNG European Conference

THURSDAY 8 NOVEMBER, WIRELESS GLOBAL CONGRESS, LONDON: GlobalReach Technology, a Wi-Fi authentication and solutions provider, and Hospitality Technology Next Generation (HTNG) have released new figures showing the success of the HTNG European Conference Hotspot 2.0 service. The next generation Wi-Fi network and one-time sign up app were used on hundreds of devices, by representatives of major hospitality brands and industry suppliers in conference attendance at the Penha Longa Resort, a Ritz Carlton, Marriott property near Lisbon last month.

The quality and ease of use of hotel Wi-Fi is recognized as a major source of customer dissatisfaction. A significant stream within the HTNG European Conference was dedicated to upgrading the guest experience through improvements to the quality, control and business value of hospitality Wi-Fi services. Recognizing Wi-Fi's importance in our industry, HTNG had recently initiated a new working group to improve Wi-Fi quality and guest experience.

To support the drive, and to demonstrate the solutions which already exist for improving guest Wi-Fi services, GlobalReach installed an event-wide Hotspot 2.0 network in collaboration with GuestTek and the Marriot IT team, comprising of 454 Wi-Fi hotspots covering the entire hotel and conference center, including every room, bar, conference and meeting room.

All 203 HTNG European Conference delegates were sent a Hotspot 2.0 profile in pre-event emails, and received a hard copy card upon check-in at the event. The Hotspot 2.0 profile was loaded to their devices by scanning the QR code supplied or through the GlobalReach Odyssys online signup server (OSU) webportal. Once loaded, delegates had a secure, 'mobile-like' connection across every corner of the conference, without needing to login again and again.

Presenting at the conference, Mike Blake, CEO of HTNG said: "Thank you to our partners that made the Hotspot 2.0 seamless Wi-Fi access work for this event. Downloaded the app and it just worked. It didn't disconnect. Wi-Fi the way it should be."

HTNG Hotspot 2.0 Service Results

69% via the QR code