Jungo announced a new product today that was designed to reduce the customer support costs that are related to DOCSIS 3.0 deployments.
Jungo Ltd., a division of NDS Group, and a provider of software applications for residential gateways, said its SCR (Support Cost Reduction) software is now available for cable operators.
Jungo said that 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.
While DOCSIS 3.0 enables faster data speeds, Jungo estimated that the DOCSIS 3.0 gateway can result in increased customer support costs of as much as 40 percent per annum.
Jungo said its SCR offering 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 interaction with the support representative using diagnostics and remote management tools. The SCR platform also reaches a cable provider’s entire installed base.
The SCR has been integrated with all of the deployed gateway middleware, and it’s automatically triggered upon the appearance of a problem/issue without activation required by the user.
The Jungo platform comprises an SCR 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.