Solutions

Connected Home Management and Support

Maximize User Experience. Minimize Support Costs.

Jungo’s connected Home Management and Support solution lets service providers maximize user experience and minimize their support costs by effectively dealing with the complexity of today’s residential service offerings and home networks.

The key to Jungo’s approach is the end-to-end management of the digital home, at the device and service level, equipping customer support representatives and subscribers with a range of tools to quickly identify and resolve problems, based on a robust methodology and Jungo’s products. By removing the support barrier, digital home management solutions also ease the introduction of new value-added services and increase customer and service retention.

Jungo’s connected home management and support are enabled on 100% of the service provider’s installed base. Issues are constantly monitored and problems brought to the attention of users and customer care personnel, including wizards for user self-management of services and connectivity. Customers get great service, with minimal interruptions. Service provider truck rolls and support center calls are kept to a minimum.

Based on Jungo’s experience with millions of CPEs deployed worldwide, a key component of Jungo’s solution is the practical fit with customer support centers and the ability to flexibly adapt to fit operator scenarios.

Top 10 reasons for customer support calls, and what service providers can do to reduce them

Arris integrates Jungo’s Panorama and OpenRG

  • Reduce the number of support calls: Issues that are resolved automatically by the gateway or end user reduce the calls made to the customer support center
  • Reduce call duration and truck rolls: If a call to the call center is needed, Jungo’s digital home management solution provides support personnel with root cause analysis tools, detailed diagnostic information and full visibility of 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
  • Remove the support barrier for 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 digital home management solution makes value-added services profitable
  • 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
  • Jungo’s solutions are modular and flexible. They consist of highly useable, customizable and modular user interfaces for both service provider support personnel and subscribers
  • Business logic is open and extendable. Panorama supports creating and scheduling procedures (workflows) in real-time
  • In case OpenRG or NDS middleware is used, the solutions supports an extended data model that provides support representatives with additional information, such as RF tuner, hard-drive history, VOD sessions, wireless site survey, bandwidth utilization and PVR data
  • Comprehensive north-bound interfaces fully integrate into service provider’s back-end systems
  • Jungo’s cross device analysis constantly searches for common CPE and network faults or whether groups of CPE meet predefined fault criteria, allowing the CSR to pinpoint the root cause of failures quickly, regardless of the symptoms reported by the customer
  • Jungo’s solutions can be upgraded remotely and are not hardware dependent, making deployment simpler

The Three Elements of Managing the Digital Home

To effectively manage the digital home, Jungo’s methodology is centered on three stages:

  • Proactive problem resolution
  • User enablement
  • Support center tools

The first two work to reduce the number of problems that require subscribers to call the support center. The latter helps customer support representatives resolve more problems in less time and with less truck rolls.

Proactive resolution:
The core of proactive resolution is the removal of risks and problems before they reach the subscriber’s attention:

  • Using innovation on the gateway software, with Jungo’s OpenRG gateway software and Rainbow application framework, many problems are resolved automatically, before the user notices them. This automatic resolution ensures a smooth service experience
  • Potential risks to the service (a corrupted configuration file, for example) are detected and prevented in advance, mainly using the functionality of Jungo’s Panorama remote management software

User enablement tools:
These tools enable the user to resolve issues quickly and simply, ensuring better service satisfaction:

  • Jungo’s self-management interface – HomeFrame – lets end-users become the IT manager of their homes. Using HomeFrame, the user is able to view its digital connected home, fix problems when they occur and access value-added services
  • Many issues that would prompt a call to customer care are resolved on the spot earlier, by presenting the user with clear instructions that lead to problem resolution, on their browser, phone or TV screen

Support center tools:
These tools provide CSR personnel with extended visibility into the connected home:

  • Using Panorama, support representatives are presented with meaningful data that lets them resolve problems quickly and effectively. These tools and practices are based on the technological leadership and experience of both Jungo and NDS
  • Analysis and troubleshooting tools are a core component of Jungo’s remote management offering, further ensuring that support call duration and truck rolls are minimized