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Triple Play Gateway Based
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Jungo Reduces Operators’
Customer Support Costs with New Gateway-Based Software
Other topics: Enterprise VoIP
Service, Triple Play Gateway Based
Software, Triple Play IP Services
BUSINESS WIRE
June 11, 2007
* The shift from data-only broadband access to sophisticated
Triple-Play services often results in excessive support requirements.
* Jungo launches Support Cost Reduction package (SCR) for operators,
to significantly reduce on-call and on-site support costs, improve
customer satisfaction, and eliminate the support barrier from
introducing new value added services.
* Jungo’s SCR includes intelligent mechanisms that reside in the
residential gateway, empowered by data-center components connected to
the support center information systems.
* Jungo’s SCR automatically identifies and corrects many networking
problems, or guides the user through optimal troubleshooting
procedures. |
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San Jose, California -
Operators are bogged down with the tremendous support costs associated
with introduction of new broadband services, while subscribers are
frustrated by the difficulties in using these services. Jungo Ltd., a
leading provider of broadband gateway middleware, today launched the
Support Cost Reduction package (SCR) for reducing the costs and
frustration of broadband services. Solution components include:
intelligent software located in the residential gateway combined with
remote management software located in the data center.
Jungo’s new product, available today to broadband operators,
automatically identifies and corrects many service problems, or guides
the user through a simple troubleshooting procedure, thus dramatically
reducing the need for support center help. If a call to the support
center is still necessary it shortens the average support call by
providing efficient interaction with the support representative using
sophisticated diagnostics and remote management tools. Operators using
Jungo’s solution can easily and costs effectively introduce new value
added services such as IPTV and IP-PBX while keeping operational
expense at minimum. They can continuously respond to market trends and
customer demands, placing them in a strong position to increase
revenues, build customer loyalty and reduce churn.
As residential gateways become widespread, more and more subscribers
can have access to a great diversity of complex networking services
such as VoIP, Video and Data. A study conducted by Jungo involving two
operators indicates that with the introduction of these new services
support calls have grown 16-fold, and support costs have surpassed an
average $50 per subscriber per annum. To reduce support costs,
operators often turn to remote gateway management solutions. However,
these only help once a call has been made, the costs have been
absorbed, and the user satisfaction was compromised.
Jungo’s SCR, unlike commonly deployed remote management solutions,
includes an automatic intelligent mechanism that resides in the
residential gateway. This sophisticated software tool includes
self-healing and self-help components that in most cases eliminate the
need for a call to the support center. In addition, Jungo’s SCR
includes remote management and diagnostics software tools located in
the data center server to enable support representatives to quickly
diagnose and resolve technical issues if the support call could not be
avoided.
“As customer support becomes a key inhibitor to the introduction of
new broadband services, operators turn to management systems to assist
their support teams. Jungo now introduces a paradigm shift, where
instead of building systems to handle support calls, our technology
solves users’ problems before they become support calls.” said Ofer
Vilenski, Jungo’s CEO and Co-Founder. “The SCR along with our
Jungo.net services portal allow operators to increase revenue per
customer without increasing their support calls, and thereby
minimizing customer frustration.”
New Computer - Plug & Play
Jungo’s SCR includes sophisticated self–healing software tools to
enable connectivity to laptops shifted from location to the other
(e.g. office to home) with different networking configurations
requirements (e.g. static IP, IP address, network mask and DNS). With
Jungo’s SCR the frustrating experience of reconfiguring laptops
becomes an easy and simple plug & play experience all done in the
gateway without disrupting well working programs and configuration on
the laptop.
One of the common reasons subscribers contact the service center is
networking failures followed by an error page indication. Jungo’s SCR
includes a user-friendly intercept page, which identifies the problem
(e.g. mis-configuration, physical connectivity authentication, network
failure) and guides the user through an optimal troubleshooting
procedure.
Slow Internet Connection
Another common reason for subscribers to contact the support center is
slow Internet connection, often perceived as a networking problem.
Studies indicate that support calls regarding slow-speed often exceed
40 minutes. Apparently in many of these cases the slow speed is caused
by one application starving the whole household. With Jungo’s new
product the application (e.g. peer-to-peer) and device (e.g. the
desktop in the basement) causing the trouble is pinpointed. The user
can thus take care of the application, or alternatively limit the
bandwidth it consumes.
Forgotten Wireless Password
Jungo’s SCR enables quick restoration of wireless passwords using
password reminders (hints) and reset instructions over a parallel
dedicated wireless network. The feature is based on a common and
easy-to-use protection layer, using a Web authentication method that
is widely used in Hot Spots around the world. This alleviates
complicated WEP/WPA/pass-phrase/encryption-key issues.
Jungo’s SCR includes a software rollback-and-restore mechanism that
enables managing, retrieving and restoring software to a previous
working state in the case the installation and configuration
parameters were distorted by the subscriber. This feature helps
support center representatives shorten the support call duration,
therefore increasing productivity, and reducing costs. In addition,
the Package allows seamless integration with Jungo’s Remote Management
System, as well as other Gateway Management platforms, for complete,
end-to-end maintenance and support capabilities. Jungo’s Remote
Management System platform enables a customer service representative
to “take over” the user's gateway for remote maintenance,
configuration and support through TR-069 and other DSLHome protocols.
About Jungo
Jungo Ltd., an NDS Company, is a leading provider of residential and
business gateway software platforms and applications. Jungo's leading
products, OpenRG - residential gateway software platform, and OpenSMB
- small to medium sized business gateway software platform, enable
Original Equipment Manufacturers (OEMs) to bring broadband Customer
Premises Equipment (CPE) such as residential gateways, triple play
gateways, office-in-a-box gateways and multi-service routers to market
quickly. With Jungo's OpenRG/OpenSMB software suites, operators
benefit from the simplest development, deployment and support of new
broadband services for the digital home.
To find out more about Jungo Ltd. and our products, please visit
www.jungo.com.
About NDS
NDS Group plc (NASDAQ: NNDS), a majority owned subsidiary of News
Corporation, supplies open end-to-end digital technology and services
to digital pay-television platform operators and content providers.
See www.nds.com for more information about NDS. |
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