Simplify customer support operations. Deliver service excellence.

Frontline support teams face the growing challenge of limited visibility into the home network as it becomes the broadband bottleneck, with 60 percent of all broadband service calls being Wi-Fi related, 10–15 percent of issues requiring multiple calls for resolution, and 20–30 percent of routers needlessly returned.

Support teams struggle to meet subscriber expectations because the information they need to do their jobs and deliver a seamless experience is held in multiple disparate systems—some of which they might not have access to.

Service providers have some of the lowest NPS of any industry and an average churn rate of 22 percent. Internet service providers are ranked lowest in customer satisfaction among 45 different industries, with satisfaction levels continuing to decline year after year.

New offerings with multi-gig speeds and high demand network performance require service validation. Support teams struggle with the complexity of multiple tools and data to assure the subscriber experience while keeping efficiency and cost in check.

To help ensure your systems are installed right the first time and repairs are completed on the spot, your field teams need a cloud integrated tool with real-time insights to validate the service experience.