VoIP

Optimize VoIP Service Delivery Throughout the Customer Lifecycle

VoIP service delivery adds complexity to the management of multiple services to a home or small business. Employing support automation and related best practices for installation and ongoing customer support is essential to ensure a great customer experience. SupportSoft offers comprehensive software solutions that allow digital service providers to automate VoIP customer deployment, provisioning and ongoing support, as well as other IP-based "triple play" services. As a result, service providers can more cost-effectively maintain high quality service for their VoIP customers. High quality for VoIP can be defined as voice quality, availability of services (e.g. e911, call-waiting or voicemail) and special features (e.g., personalized ring-tones).

SupportSoft support automation solutions can improve VoIP service profitability through:

• Faster VoIP service deployment
• Increased customer adoption and reduced churn
• Reduced call center and truck-roll volumes
• Reduced customer support costs via enforcement of data-driven best practices for problem diagnosis and resolution for service representatives, field technicians and customers
• Increased operational efficiency through targeted problem escalation
• Reduced problem-resolution time through tools to manage home VoIP

A Simple Customer Experience - from IPTV Installation to Ongoing Enjoyment

By employing easy-to-use multimedia tools, service providers can create a useful introduction to their service, including the ability to automatically guide a subscriber through the installation process. Further, automatic configuration and device management tools can also ensure that the newly installed customer is getting the correct services (e.g., e911, call-waiting or voice mail), as well as ensure that they are receiving a high quality VoIP experience. Additionally, these tools can even help to fix problems before the customer notices that one exists.

Knowledge-enabled, intuitive self- and assisted service tools can also speed problem diagnosis and resolution to help further reduce the likelihood of customer churn. Not only can support automation empower the customer to fix their own problems, avoiding the need to wait "on hold," but it also provides the call center staff with enhanced tools to fix a problem when the customer does call.

Service Verification and Automated Best Practices

Once the customer installation is complete, potential problems are reduced by verifying—before the technician leaves the premises or the customer completes the installation themselves—that the service is working correctly. Automated verification allows service providers to ensure correct installation and enforce best practices if something needs to be fixed. If the problem can't be fixed for any reason, the software can automatically transfer the problem to the best support professional for follow-up.

By verifying services and using best-practices to resolve problems, a provider can increase service quality, more efficiently use field personnel, reduce operational costs and minimize customer churn.

Network Visibility: A View Toward More Efficient Problem Diagnosis and Resolution

The delivery of increasingly complex services like VoIP is increasing the number of customer support calls and truck-rolls. Currently, when a customer contacts a call center with a technical problem, customer service representatives (CSRs) may not be able to perform even preliminary diagnostics, such as isolating the problem to the subscriber's home or the service provider's network.

SupportSoft VoIP solutions provide a "network view" in a way that allows even the most novice customer service representative—or even customers themselves—to solve or at least triage and forward the problem to the right person for repair. This prevents unnecessary truck-rolls, which can frustrate the customer by wasting their time and, just as importantly, waste service provider money and technical resources trying to solve a problem in the wrong way.