Overview

The Support Center application is part of Friendly’s TR-069 full solution. It is targeted to customer support reps (CSRs) managing a specific CPE during a call from a user. The software enables the CSR to remotely diagnose and solve problems on the user's CPEs. The solution supports modem/routers, IPTV/STBs, ATA/VoIP, storage devices, media centers, Femtocell, etc.

Ease of Use

The software supports both expert and non-expert CSRs. The web interface contains intuitive screens, reducing the number of clicks, and automating processes. The result - a user-friendly application that can be easily used by a CSR with little training required.

Solution Components

• Module for CSRs - to help engineers to remotely diagnose and solve CPE problems and reduce time spent per call
• Module for Admin - to manage CSR permissions and activities
• API - to external systems (such as CRM, etc.)

Benefits

• Reduces time spent per call
• Supports all routers, set-top boxes (STBs) and ATAs via one generic application
• Enhances user's experience

Main Features of the CSR application

• Remote management of devices including CPEs installed behind a NAT device
• Remote diagnostics
• Remote configuration of the CPE
• Add / delete ports
• Quick-Fix option
• One-Click addition of new service settings
• Remotely reboot/reset devices
• Monitor a CPE
• View activity history per CPE
• API for integration with CRM & LDAP

Main Features of the CSR application

• Manage permissions of CSRs
• "Who did what" reports
• Create auto-fix scenarios
• Manage layout and names (tabs and fields)
• Create default setting profiles for services