Anticipating the proliferation of home devices connected to the Internet, Telcordia has put together a suite of products that enable cable operators and other service providers to monitor and control multiple devices in customers’ homes.
The Telcordia Home Network Assurance solution combines Telcordia’s auto-configuration server – the Universal ACS, and its CPE-based software application – the Home Broadband Assistant. The two products work together or individually to monitor, configure and repair end-user devices, including set-tops and cable modems, Telcordia said.
Telcordia also has an integrated customer care tool – the Broadband Agent Portal, which enables the service provider’s customer service representatives to access all data, allowing them to perform cause analysis and view event histories, so that they may best assist the customer, or even resolve the problem remotely.
Telcordia partnered with Fine Point Technologies, a specialist in broadband network connectivity management, to create the service product package. The product suite is backed by Telcordia consulting, integration and training support.
The company asserts its approach can:
- Eliminate up to 20 percent of the calls to customer service centers
- Significantly reduce technical support time and costs for the remaining calls
- Reduce unnecessary truck rolls by solving problems remotely
- Reduce churn and encourage adoption of more broadband services
Telcordia Home Network Assurance now provides the answer, by extending service providers’ capabilities for monitoring, identifying and automatically resolving network errors on domestic devices such as set-top boxes and cable modems, before the customer ever sees them, Telcordia said.
Telcordia vice president of service assurance Zach Gilstein said: “Telcordia Home Network Assurance adds a new dimension to service assurance by proactively diagnosing many home network issues before they impact the customer, and resolving them before subscribers even become aware of any problems. This results in fewer outages, maximum uptime, a better quality of experience for the user, and the ability for CSPs to drive operational efficiencies from their networks and realize the reduced costs associated with them.”