Expresse Solutions offerings – Active Care and Smart Vectoring – Provide Vital Boost to Contact Center Operations and Ease Transition to 100 Mbps Broadband
Redwood City, Calif. – October 16, 2013 – ASSIA, Inc., a leading solutions company for broadband service providers, today introduced an expanded Expresse Solutions portfolio that includes the new offering of Active Care for the contact center, and the enhanced offering of Smart Vectoring. These solutions are designed to help service providers revolutionize the connected customer experience through enhanced contact center operations and ultra-high-speed service delivery. ASSIA solutions already manage a rapidly expanding 70 million DSL connections.
Active Care for Contact Center Efficiency
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. 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 repeatedly call back.
Smart Vectoring Adds Brains and Speed to Networks
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 deliver a comprehensive approach to navigating through the steps of network upgrade planning and execution, customer qualification and service upgrade, and service diagnosis and optimization. This approach includes the following key capabilities:
- 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.
Innovation Driving an Improved Customer Experience
“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 & 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.”
“The introduction of Active Care for Contact Center, together with major enhancements to Smart Vectoring reflects ASSIA’s desire to help our customers revolutionize the connected customer experience,” said Dr. John Cioffi, CEO and chairman of ASSIA. “Based on our extensive experience working with leading service providers around the globe, we are delivering innovative best practices for contact centers and network operations, which enable a superior broadband experience.”
For more information about ASSIA Expresse Solutions, contact ASSIA at [email protected].
About ASSIA, Inc.
ASSIA, Inc. is a strategic and trusted solutions vendor to broadband service providers worldwide. ASSIA solutions enable providers to grow revenues, increase customer satisfaction, improve operational efficiencies, and deliver new multimedia content to the broadband-enabled home. ASSIA has more than 70 million broadband lines under contract with top-tier service providers worldwide and is backed by strategic investors, including AT&T, Mingly China Growth Fund, SFR Development, Sandalwood Partners, Sofinnova Partners, Stanford University, Swisscom Ventures, T-Ventures, and Telefonica. For more information, visit assiastg.wpengine.com.
Expresse is a registered trademark of ASSIA, Inc.
“ASSIA” is an acronym for “adaptive spectrum and signal alignment.”