tGem subcriber care – Powerful Troubleshooting Tools
tGem comes equipped “out of the box” with powerful features that help to maintain a high level of customer satisfaction and reduce churn. With these troubleshooting features, service providers can shorten the duration of subscriber calls by presenting all the necessary data to the call center staff: no need to connect to any command line or remote device GUI, all the information pertinent to the call is presented in tGem.
Home Network Troubleshooting
Studies show that 42% of the top 10 customer calls are related to the home network. 24% are related to wireless issues and 18% related to LAN issues. These are very high numbers considering that operators have the least visibility in the home environment, and most likely are not the ones who provided the devices implicated in the issue. Yet, subscribers expect assistance from the operator in all cases.
Imagine an ACS which will show your helpdesk teams a full visual map of the home network without any scripted questions to ask the subscriber. Your helpdesk personnel will instantly know what devices are connected on the different ports and SSIDs of the gateway, the quality of the link on WAN and (W)LAN side, the status of STB, FXS ports and NAS, and much more.
Considering the today’s use of Wi-Fi devices in the subscriber home, tGem comes equipped “out of the box” with a Wi-Fi Analyzer tool incorporated into the Home Network Diagram to resolve day to day wireless connectivity and decreased bandwidth related issues. Decreased bandwidth related issues are very common due to the crowd of surrounding Wi-Fi networks, which basically occupy all available channels in the 2.4 GHz frequency band. tGem Wi-Fi Analyzer tool can retrieve wireless surrounding network information including signal strength, channel distribution, encryption level, RSSI (Received Signal Strength Indication) values including specific Wi-Fi clients. With this brief information in hand, service provider’s helpdesk can assist the subscriber to choose the right channel to be able to achieve the best possible data rate speed. It is also possible to locate the troublesome Wi-Fi clients, which has in some way interoperability issues with the service provider’s equipment placed in the subscriber home.
Diagnostics and Speed Tests
Service disturbance and lagging are two very common issues that greatly impact the service provider’s credibility towards its end customer. tGem can initiate and perform network diagnostics tests such as ping, to troubleshoot the connectivity and service delay issues, ATM Loopback or DSL Loopback tests as specified within the TR-069 standard. tGem also supports performance tests as described in TR-143 – namely, download and upload tests. These diagnostics can also be triggered and fetched from service provider’s portal as well. For instance, poor internet speed on LAN clients or quality of service configuration issues can easily be diagnosed using these tests. All these tests can be performed during the customer live call with quick results and the issues are diagnosed and resolved on the fly.
Proactive Subscriber Care
One of the key advantages of tGem lies in its proactive component: the Alarms and Monitoring features. It is possible to monitor any parameter on one, several, or devices over time, and trigger alarms upon reaching certain levels, high or low.
All parameters can be monitored in this way and be used to proactively detect issues, but also to review the history of a device when troubleshooting. Monitoring devices shows all its power when coupled with the Alarms functionality. Besides triggering when certain thresholds are attained for designated parameters, alarms can trigger on a number of events defined in tGem: failed software update, dropped connection, etc. Each alarm can trigger an email or a SNMP trap and propagate to upwards, making sure no issue is left unnoticed. Network Operation Center teams are now always on the deck, tending to issues.
Top-priority alarms can be triggered when high volumes of alarms were reached; and in case an alarm condition has been resolved, alarms can automatically be cleared. This makes it easy for all teams to focus solely on the key issue at hand and resolve them before they are perceived by the subscribers.
Monitoring can also be used to gather trends and statistics about network usage, subscriber habits and so on, thus providing useful insight to the operator marketing and network planning teams with new data from within the subscribers’ homes whereas without an ACS, they would be limited to running tedious surveys or fragmentary information coming from the core network.