Subscriber Agent

Automatically Solve Problems - Often Before a Customer Even Knows They Exist

The SupportSoft Subscriber Agent™ client software can continually monitor a device, identify a problem, and automatically resolve it — or suggest a solution to the customer. The Subscriber Agent™ is designed especially to meet the support needs of subscribers to digital services and can resolve issues related to high-speed data connectivity, VoIP, IPTV, and wireless services. As a result, many costly, ineffective and time-consuming support calls can be avoided through proactive measures.

Proactive service can reduce many common subscriber technical issues, such as "Why can't I connect to the Internet?" or "What's wrong with my email?" The ability of the Subscriber Agent to proactively detect problems in real time and automatically apply or suggest solutions effectively embeds a self-healing solution on computing devices, even for disconnected devices. As result, problems are more quickly resolved, customers are less frustrated — and they are less likely to instinctively reach for the telephone first to call for help.

Proactive service helps preempt technical issues to:

• Reduce support costs by providing subscribers with a solution to a problem before they pick up the phone
• Improve customer satisfaction and quality of service (QoS) through real-time assistance
• Provide continuous service improvements through management reporting to assist in optimizing support delivery
• Increase first contact resolution rates through automatic, expert routing when assisted service can't be avoided

Automated Solutions for Quick Results

SupportSoft proactive solutions focus on addressing customers' most common technical problems based on SupportSoft analysis of millions of call logs across many service providers. For example, getting a network connection at anytime from anywhere is every end-user's expectation in an online world.

The SupportSoft proactive service client can help resolve common connectivity problems such as changed network settings, disabled or unbound network adapters, obsolete or fixed IP addresses, incorrect proxy server settings or modem configurations, corrupt TCP stacks, and even cabling issues.

Systems Vulnerability: Assess. Communicate. Protect.

Security threats due to the latest computing virus, worm, or phishing attack are being unleashed daily; patches to counteract these malicious programs are being released equally as fast. Notifying customers and keeping devices up-to-date with the latest patches and definition files is critical to safeguarding systems and networks, as well as ensuring a great customer experience.

Used in conjunction with Subscriber Agent, SupportSoft User Alert, SystemCheck and SupportJob technologies can alert customers of security risks, assess system vulnerability to potential attacks, and automatically address exposures for those systems at risk. User Alerts can be used to notify a targeted audience of risks or service outages, mail product announcements or promote value-added services.

Intelligent Escalation On Demand

If an automated solution is not possible, the Subscriber Agent can assist in guiding the end-user to the most efficient support channel - including the Web, online chat or email. The most appropriate support option can be determined based on the available channels, problem context, service level agreement, language preference, connectivity status or system specifications. The customer can also check the status of an escalated incident online, anytime -- avoiding costly status calls.