ARRIS Group, a video and broadband technology company, announced the addition of two new customer service solutions to its ARRIS Assurance solutions portfolio designed for global service providers.
Service providers often face problems with buffering, choppy online videos, and slow download/upload speeds, which often consume resources and operating revenue. ARRIS’ new customer service solutions address this problem by constantly improving the Wi-Fi experience and visibility into the home.
The new ServAssure Wi-Fi Solutions and WorkAssure Mobile offer technicians unprecedented visibility and access to field operations in the connected home ecosystem, the company said. Each of them is available as a separate module, but can also be integrated in a full-service approach to field service management.
ServAssure Wi-Fi Solutions also offer assistance with initial Wi-Fi installation and trouble calls. Customer experience can be validated through whole-home Wi-Fi coverage and performance testing of Wi-Fi throughput. It facilitates process-driven installations to reduce the number of No Trouble Found (NTF) Wi-Fi devices and repeat truck rolls. It also captures a snapshot of the installation for baselining and future troubleshooting needs to reduce Mean-time-to-Restore (MTTR)
WorkAssure Mobile, on the other hand, offers a unified mobile app that helps them manage installation, scheduling, and more from their device of choice, wherever they are. The solution centralizes and streamlines workflow management, from scheduling to notifications, navigation, and more.
Additionally WorkAssure Mobile features modern HTML5 technology that is device- and software-agnostic for quick deployment, scalability, and support across a wide range of mobile devices. It also allows field technicians to operate effectively in the field, even with limited connectivity.
"WorkAssure Mobile and ServAssure Wi-Fi Solutions empower service technicians to make independent, informed decisions in a timely manner, which translates to improved efficiency and customer satisfaction for our global customers," said Bryant Isaacs, president, Assurance Solutions, ARRIS, in a statement.
Edited by Rory J. Thompson