Charter is up with a software suite that automatically validates consumer IP services, diagnoses problems, and optimizes broadband device performance. The software, made by SupportSoft Inc., falls into the category of “Real Time Service Management” for IP devices, and particularly cable modems.
With the software, Charter’s customer care reps, dispatchers and field techs get visibility into the last mile and attached CPE gear, to assure a successful broadband connection on the first attempt. The system works by validating the accuracy of the install, and the speed of the connection, during the service call.
The software comes with a “dashboard” of red, yellow and green lights, to pinpoint problems within the network or the CPE.
Charter execs said they like it because it goes beyond automated installation software. “The ability to go beyond automated installation and view both the premises-side and network-side of our customers’ connections … will allow us to more effectively install a broadband connection, improve the customer experience, and lay the groundwork for upcoming services,” like voice-over-IP, said J. Schelstrate, director of marketing for the MSO.