ASSIA has introduced an expanded wholesale Expresse Solutions portfolio that includes the new offering of Active Care for the contact center, along with an upgraded Smart Vectoring module.
The solutions are designed to help service providers boost the customer experience through enhanced contact center operations and high-speed service delivery; ASSIA also manages 70 million DSL connections.
Active Care combines ASSIA’s network management software with professional services in an integrated package. New capabilities and processes in this offering let operators’ contact center agents isolate and resolve network problems.
Through extensive analysis of network performance data collected by DSL Expresse, Active Care provides the agent with specific recommendations and insight based on real-time information. Active Care helps quickly isolate and address issues so average call times can be reduced, unnecessary field technician dispatches can be avoided and customers no longer have to repeatedly call back.
Smart Vectoring meanwhile combines ASSIA’s management software with business consulting and professional services to accelerate the deployment of 100Mbps vectored DSL services. The enhancements deliver a comprehensive approach to navigating through the steps of network upgrade planning and execution, customer qualification and service upgrade, and service diagnosis and optimization.
This includes precise identification of the plant maintenance required to support vectoring for network upgrades to avoid large-scale, expensive line-grooming campaigns. Also, it offers customer qualification for new services and identification of lines that require no technician visit for service installation or upgrade. This enables customer self-install, which greatly reduces installation costs and often improves the customer experience.
3D vectoring diagnostics meanwhile offer a full view of fault locations, offending lines and affected lines, as well as the time when faults occurred. This provides service assurance for all customers at vectored or lower speeds.
“In a world where constant connectivity is a given, service providers must improve the customer experience with high-speed broadband upgrades, contact center efficiencies and on-demand self-service applications,” said Olga Yashkova-Shapiro, program manager for the Communications Test & Measurement Practice at Frost & Sullivan. “With Expresse Solutions Active Care and Smart Vectoring, ASSIA is expanding its product offerings to bring the benefits of extensive performance data, sophisticated analytics, and tailored professional services to a range of functions across the service provider organization, including next generation networks and contact center.”
