Jungo’s SCR for Cable Operator

Highlights:

• The shift from simple cable modems to sophisticated DOCSIS® 3.0 wireless cable residential gateways can result in a significant increase in customer support costs
• Jungo’s SCR TM (Support Cost Reduction) solution, which significantly decreases customer support costs while improving customer satisfaction, is now available to cable operators
• Jungo’s SCR TM solution comprises an intelligent mechanism that resides in the cable gateway, and is empowered by server-side business logic
• Jungo’s SCR TM helps to resolve issues automatically, provides clear troubleshooting guidance to subscribers when needed, and equips support personnel with a range of tools to quickly identify and resolve problems remotely

WASHINGTON, DC, USA – The Cable Show 2009, Washington Convention Center, Jungo Suite ES-21, April 1, 2009
Jungo Ltd, an NDS Group company, and a leading provider of software solutions for residential gateways, announced today that its SCR TM (Support Cost Reduction) software is now available for cable operators. As DOCSIS® 3.0 cable wireless gateways become widespread, more and more subscribers have access to a great diversity of complex networking services such as wireless, voice, video and data. Cable providers can find the higher support costs associated with the introduction of such new broadband services to be a real business challenge, while subscribers can become frustrated as they learn how to use them.

DOCSIS® 3.0 solutions enable cable providers to build and enhance presence and service uptake within the subscriber’s multi-service digital home. However, Jungo estimates that this advanced gateway can result in increased customer support costs of as much as 40% per annum.

Jungo’s SCR TM solution, available today to cable providers, self-heals many problems without users even being aware of them, or suggests immediate remedies when user intervention is required, thus dramatically reducing the need for support center help. If a call to the support center is still necessary, it shortens the average support call by providing efficient interaction with the support representative using sophisticated diagnostics and remote management tools. The SCR TM solution is unique among other commonly deployed solutions in that it reaches the cable provider’s entire installed base. The solution is based on and works with all deployed gateway middleware and is automatically triggered upon the appearance of a problem/issue no activation is required by the user.

The Jungo solution comprises an SCR TM module residing on the gateway, supported by server- side software through which new support scenarios and updates may be added without changing the gateway middleware. Cable providers using Jungo’s solution can easily and cost-effectively introduce new services while keeping operational expenses at their minimum. They can continuously respond to market trends and customer demands, placing them in a strong position to increase revenues, build customer loyalty and reduce churn. All this amounts to real savings in an operator’s support costs.

“Customer support costs can become a key inhibitor to the introduction of advanced DOCSIS® 3.0 wireless gateways, and cable operators seek an inexpensive solution that can be effectively deployed across their entire installed base,” said Hadas Rozen, Jungo’s Director of Marketing. “The gateway is a unique entity that has full visibility and control of the entire home network it facilitates two-way communication between the cable provider and the subscriber’s home, and so this is the best place to efficiently diagnose and resolve most support issues while minimizing support costs.”

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By barak in Uncategorized on April 1, 2009