simplifies the deployment and support of the Digital Home

Support Center Application via TR-069
Support cost reduction for CSRs


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



Click here
to request a demo


Copyright ©1997-2010 All Rights Reserved to Friendly Technologies Ltd.