IPTV Customer Support Applications- SupportVu

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See what the customer sees… and much more.

The SupportVu application was built to address the specific needs of the Customer Service Help Desk and Installation and Repair teams. The consumer dashboard provides a comprehensive “customer-centric” view of the service, allowing support staff to quickly confirm, verify and isolate the nature and source of the issue, and initiate corrective action.

As an IPTV customer support application, SupportVu will improve the customer’s experience of the service and the provider’s ability to:

• Shorten or eliminate help desk calls and reduce truck rolls with the appropriate preventative measures.
• Correct the problem the first time and eliminate repeat calls and unnecessary visits by repair technicians.
• Constantly monitor and record the customer experience to confirm detection of transient issues and accelerate diagnosis.
• Assess the consumer experience objectively in real time.
• Proactively detect faults and isolate customer problems.
• Eliminate the need for customers to describe complex audio or video impairments to the service representative.
• Reduce the length of time between reporting the problem and correcting the problem.
• Simplify activation process with verification of the installation or extend to a customer self-installation program.

Contributing to your business:

• Reduce call volume and average handle time.
• Reduce repeat problems and improve first call problem solution.
• Meet and exceed grade of service and ASA metrics.
• Eliminate unnecessary truck rolls.
• Reduce MTTR and improve service levels.