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| Support Cost Reduction |
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Subscribers demand hassle-free broadband services. They expect services that work by simply plugging in the relevant home networking devices, a smooth and reliable experience, and clear and quick resolution of issues if any arise.
With the complexity of advanced triple play networks and innovative home broadband services, service providers must arm themselves with tools to improve subscriber satisfaction and control support costs by minimizing technical and usability issues faced by subscribers.
The unique position of the gateway, facilitating the two-way communication between the operator and the subscriber's home, provides it with full visibility and control of the entire home network, and as such 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 as well as the amount of support calls, by automatically resolving issues when possible, providing clear troubleshooting guidance to subscribers when an action is needed, and equipping support personnel with a range of remote tools to quickly identify and resolve problems. The SCR solution includes 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 the number of support calls
Issues that can be resolved automatically by the gateway or by providing clear guidance to the end user will not even reach the service provider's call center.
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Reduce call duration and truck roll
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 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.
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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 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 enabling users to resolve issues without calling support.
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Call-center support tools that shorten support call duration.
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The solution is embedded in the gateway, hence no user installation or configuration is required.
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Flexible solution implementation to meet specific support requirements and service offering.
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Remote upgrade capability to deploy the SCR solution to any gateway across the service provider's existing installed base.
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