Jungo (News - Alert) has launched the Support Cost Reduction package (SCR) for reducing the costs and frustration of broadband services.

 

Solution components reportedly include intelligent software located in the residential gateway combined with remote management software located in the data center.

 

A large number of service problems can be automatically identified and corrected by the new solution, which can also guide the user through a simple troubleshooting procedure. The solution therefore dramatically reduces the need for support center help.

 

Using sophisticated diagnostics and remote management tools, the solution shortens the average support call by providing efficient interaction with the support representative if a call to the support center is still necessary.

 

Jungo’s solution enables operators to easily and costs effectively introduce new value added services such as IPTV and IP-PBX (News - Alert) as well as minimize the operational expense. By continuously responding to market trends and customer demands, the operators will be placed in a strong position to increase revenues, build customer loyalty and reduce churn.

 

The company points out that more subscribers can have access to a great diversity of complex networking services such as VoIP, Video and Data as residential gateways become widespread.

 

Jungo conducted a study involving two operators, which indicates that support calls have grown 16-fold, and support costs have surpassed an average $50 per subscriber per annum with the introduction of these new services.

 

Although operators often turn to remote gateway management solutions to reduce support costs, these only help once a call has been made, the costs have been absorbed, and the user satisfaction was compromised.

 

Jungo’s SCR includes an automatic intelligent mechanism that resides in the residential gateway. This tool includes self-healing and self-help components that eliminate the need for a call to the support center in most cases.

 

The new solution also includes remote management and diagnostics software tools located in the data center server. These 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 in a statement to the press.

 

 “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,” added Vilenski.