Self-Installation and Support Automation for Residential Broadband Connectivity

For Carriers and xSPs, the process of activating a new broadband user is the single largest source of support calls - a cost that can be a major barrier to the achievement of broadband growth objectives. Supporting the acquisition of new users is, therefore, a key focus of Friendly’s GoBroadband solution.

GoBroadband is targeted to users who have one PC connected via modem or modem/router. Designed especially for non-technical users, it is a self-installation solution for broadband connectivity that manages the installation and deployment processes of modems/routers.

Based on Friendly’s’ unique Expert System, GoBroadband is the ideal solution for expediting subscriber acquisition, eliminating "Truck-Roll", and reducing support costs.

Note: Available in bridge modem & modem/router versions.

GoBroadband™ offers:

• Full self-installation solution for non-technical users (CD-based or Web download)
• Connectivity problem diagnostics (pinpoints the cause of the problem)
• Automatic Problem Resolution (APR) for connectivity problems
• Diagnostic and support automation tools
• Promotion of value-added services

Supported Services

• Internet connectivity
• VoIP
• Security
• IPTV (for relevant STBs)

Benefits and Features

Revenue Generation – Marketing and Sales Tool

Friendly’s GoBroadband™ assists xSPs to promote and sell additional services (e.g., telephony, games, video, remote backup, content, online shopping, etc.) through a "Pre-Portal" approach that brings the message to subscribers’ PCs (on the application’s main screen), remotely updates the ads/messages, and enables subscribers to easily purchase additional services online.

Dramatic Reduction of Deployment Costs via Automated Self-Installation

Significantly reducing deployment costs, Friendly’s self-installation solution for non-technical users is exceptionally easy to use, requires no previous know-how, asks as few questions as possible, and uses no technical terms.

The Self-Installation Module

• Qualifies user’s PC for Broadband
• Installs network components, if required
• Automatically detects and configures NIC cards
• Installs FriendlyPPPoE driver or USB driver, if required (optional)
• Instructs user how to connect modem/router
• Automatically detects and configures modem/router (*)
• Configures VoIP settings, if required
• Configures email and browser
• Tests connectivity

* Supports a wide range of Ethernet & USB modems

Configuration of VoIP Settings

GoBroadband configures VoIP settings on devices, including Gateway, SIP Server, Proxy, and account information. Alternatively, the solution can do port forwarding to the ATA. If the user encounters a problem with VoIP, GoBroadband can reconfigure the device for voice service to ensure continuous service.

Reduces Ongoing Support Costs with FriendlyAPR (Automatic Problem Resolution)

To reduce the number of calls to the Help Desk, Friendly’s GoBroadband™ automatically detects and solves common connectivity problems. Requiring absolutely NO know-how from the user’s side, it:

• Diagnoses and detects the cause of the problem: PC, modem, broadband network or Internet connection
• Solves the problem automatically, if possible, OR instructs the user (in simple language) exactly what to do
• If the problem can’t be solved – it alerts the user, and tells him which vendor to address: PC vendor, router vendor, Carrier or ISP
• Fixes wrong username or password
• Fixes PC setting problems (including NIC-related problems)
• Fixes modem/router setting problems (*)
• Alerts user about wiring problems – from PC to modem or from modem to broadband outlet

(*) Supports wide range of Ethernet & USB modems

Diagnostic Tools to Reduce Duration of Support Calls

To reduce the time spent per call, Friendly’s GoBroadband™ includes additional tools:

• PC diagnostic reports (hardware, OS, browser and email)
• Easy-to-use interface for Ping, TraceRT, and IPConfig commands
• Shortcuts and links to support site and connection speed test
• Enables reports to be sent via email

Remote Updates

GoBroadband™ includes "Live-update" for automatic updates of Friendly’s software from the Web. The software also enables delivery of additional applications to subscribers.

Supported Devices

• Bridge modems – Ethernet or USB that require a PPPoE Client (*)
• Modems/routers provided by the xSP (devices known to the software)
• User’s modem/router (devices "unknown" to the software)

(*) Friendly can provide its PPPoE Client (MS-Certified) upon request.

Supported Connectivity Methods

• PPPoE
• PPPoA
• DHCP ("always on")
• IPoA
• PPTP/L2TP

Note: PPPoE, PPPoA, PPTP/L2TP can be used via dynamic IP or static IP.

Additional solutions for broadband include:
GoBroadband™ for Cable, FriendlyWiMAX™ for WiMAX