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Subscribers require minimal hassle with their broadband services. They expect services that work by simply plugging in the relevant home networking devices, smooth and reliable experience, and clear and quick resolution of issues when they do arise.
With the complexity of advanced triple play networks and innovative home broadband services, service providers must arm themselves with the tools to improve subscriber satisfaction and reduce support costs by minimizing technical and usability issues faced by subscribers.
The gateway is a unique entity that has full visibility and control of the entire home network and facilitates two-way communication between the operator and the subscriber's home, and thus is where most support issues may be detected, diagnosed, and efficiently resolved.
Jungo's Support Cost Reduction (SCR) solution enables service providers to significantly reduce the hassle their subscribers experience and the amount of support calls by automatically resolving issues when possible, providing clear troubleshooting guidance to subscribers when action is needed, and equipping support personnel with a range of tools to quickly identify and resolve problems remotely. The SCR solution is comprises an SCR client residing on the gateway, supported by server-side software through which new support scenarios and updates may be added without changing the gateway middleware.
Benefits
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Reduce number of support calls
Issues that can be resolved automatically by the gateway or by the end user given clear guidance will not even reach the service provider's call center.
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Reduce call duration and truck-rolls
if a call to the call center is needed, Jungo's SCR solution provides support personnel with root cause analysis tools, detailed diagnostic information and full visibility into the customer's home network, which leads to a quicker resolution of the issue, reducing call length and avoiding the need for an expensive truck-roll .
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Remove the support barrier to introduction of new services
By enabling zero-effort end user activation of new services and improved handling of technical issues that may arise, Jungo's SCR solution makes value-added services profitable.
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Increase customer satisfaction
By minimizing the time and effort of dealing with technical issues, service providers improve their subscribers' experience, leading to a stronger brand image, reduced churn, and increased revenues due to adoption of new revenue-generating services.
Highlights
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Self-healing and self-troubleshooting capabilities to enable users to resolve issues without calling support.
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Call-center support tools that shorten support call duration.
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Solution is embedded in the gateway, hence, no user installation or configuration required.
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Flexible solution implementation to meet your specific support issues and offering.
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Remote upgrade capability to deploy the SCR solution for any gateway across the service provider's existing install base.
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