Diagnostics Software increases subscriber, network support.September 9, 2010 -
ServAssure Live! provides Technical Service Representatives and Call Center Customer Service Representatives with real-time, subscriber-centric service and device visibility. Additionally, Network Operations Center personnel can use this flexible, standalone system to view health status of devices in network that are not directly tied to subscriber. This enables instantaneous detection of service degradation, performance of diagnostics, and remote repairs.
(Archive News Story - Products mentioned in this Archive News Story may or may not be available from the manufacturer.)
Original Press release
ARRIS
3871 Lakefield Dr.,
Suwanee,, GA, 30024
USA
ARRIS Introduces ServAssure(TM) Live!
New Software Offers Instantaneous Service and Network Visibility
SUWANEE, Ga. -- ARRIS (NASDAQ:ARRS) today announced the introduction of ServAssure Live!, designed to provide Technical Service Representatives (TSRs) and Call Center Customer Service Representatives (CSRs) with real-time subscriber-centric service and device visibility. Additionally, Network Operations Center (NOC) personnel can use ServAssure Live! to view the health status of devices in the network that are not directly tied to a subscriber, such as the CMTS and Call Management Server, thereby allowing instantaneous detection of service degradation, performance of diagnostics and remote repairs.
Rapid problem identification and resolution enables TSRs/CSRs to keep current customers happy and reduce overall churn. Rather than relying on a process of elimination in situations that can be addressed or repaired remotely, ServAssure Live! empowers Call Center personnel to quickly pinpoint the root cause of service issues and fix them.
ServAssure Live! automatically discovers customer premises equipment (CPE) which allows the application to easily adapt to changes in the network without time consuming reconfiguration and manual setup. Its standards-based Web Services interface enables adaptable integration with existing data sources and positions the application as a trusted source of consistent data for the entire OSS infrastructure.
ServAssure Live! is a flexible standalone system designed for ease of deployment and on-going maintenance. MSOs are not bogged down by daily process management tasks because ServAssure Live! never involves manual device imports or scheduled polling activities.
"We are very excited to introduce ServAssure Live! to the Call Center employees at our customers' systems," said ARRIS Assurance VP and GM Bailey Shewchuk. "They are the front line of customer service and need the most accurate information to be able to resolve customer problems in a timely and efficient manner, thus freeing up resources to be allocated to revenue-generating activities."
Deploying and maintaining ServAssure Live! is so straightforward, that ARRIS offers customers a free 30-day trial upon request. For more information, please contact your ARRIS representative or visit our web site at www.arrisi.com
ARRIS ServAssure Live! will be on display at IBC, September 10-14, Stand 1.D41.
About ARRIS
ARRIS is a global communications technology company specializing in the design, engineering and supply of technology that supports broadband services for residential and business customers around the world. The company supplies broadband operators with the tools and platforms they need to deliver carrier-grade telephony, network video processing, whole home video, demand driven video, next-generation advertising, network and workforce management solutions, access and transport architectures and ultra high-speed data services. Headquartered in Suwanee, Georgia, USA, ARRIS has R&D centers in Suwanee; Beaverton, OR; Chicago, IL; Kirkland, WA; State College, PA; Wallingford, CT; Waltham, MA; Cork, Ireland; and Shenzhen, China, and operates support and sales offices throughout the world. Information about ARRIS products and services can be found at www.arrisi.com.
CONTACT: Alex Swan of ARRIS Corporate Communications, +1-678-473-8327, alex.swan@arrisi.com
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