Copper-based broadband technology specialist ASSIA, Inc. has expanded its range of customized services, the Expresse Solutions portfolio, with the new offering of Active Care for the contact center, and the enhanced offering of Smart Vectoring. These additions are designed to help service providers improve the connected customer experience through enhanced contact center operations and ultra-high-speed broadband access service delivery based on VDSL and vectoring.
Active Care combines ASSIA's advanced network management software with professional services in one fully integrated package. New capabilities and processes in this offering let contact center agents isolate and resolve network problems quickly and effectively.
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, says ASSIA. 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 call back, the company adds.
Smart Vectoring combines ASSIA's management software with business consulting and professional services to accelerate the profitable and immediate deployment of 100-Mbps vectored DSL services. The latest enhancements enable service providers to navigate through the steps of network upgrade planning and execution, customer qualification and service upgrade, and service diagnosis and optimization. This approach includes the following capabilities, ASSIA says:
- Precise identification of plant maintenance required to support vectoring for network upgrades. This avoids large-scale, expensive line-grooming campaigns.
- 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 for 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, and greatly simplifies the troubleshooting work of the contact center agent and field technician.
"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, communications test and measurement practice, 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."
ASSIA says its products are already being used to manage a rapidly expanding 70 million DSL connections.
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