Arris has introduced a version of its service assurance system that operates in real-time.
With real-time subscriber-centric service and device visibility, ServAssure Live! gives technical service representatives (TSRs) and call center customer service representatives (CSRs) the ability to quickly pinpoint the root cause of DOCSIS service issues and even fix them, Arris noted.
The same real-time capabilities will also be of use to network operations center (NOC) personnel, who can use ServAssure Live! to view the health status of devices in the network that are not directly tied to a subscriber, such as the CMTS and call management server, Arris said.
ServAssure Live! automatically discovers customer premises equipment (CPE) which allows the application to easily adapt to changes in the network without reconfiguration and manual setup.
Its standards-based Web Services interface enables adaptable integration with existing data sources and positions the application as a trusted source of consistent data for the entire OSS infrastructure.
ServAssure Live! is a flexible standalone system designed for ease of deployment and on-going maintenance. MSOs are not bogged down by daily process management tasks because ServAssure Live! never involves manual device imports or scheduled polling activities, the company explained.
"We are very excited to introduce ServAssure Live! to the Call Center employees at our customers' systems," said Arris Assurance VP and GM Bailey Shewchuk. "They are the front line of customer service and need the most accurate information to be able to resolve customer problems in a timely and efficient manner, thus freeing up resources to be allocated to revenue-generating activities."
Arris is offering customers a free 30-day trial upon request.