Consumer self-help portal enhances end-user experience and reduces support calls to service providers.
HORSHAM, Pa., Oct 21, 2010 /PRNewswire via COMTEX News Network/ — Motorola Mobility, Inc. a subsidiary of Motorola, Inc. (NYSE: MOT) today introduced the Motorola EDGE(TM) Home Center into the Motorola EDGE(TM) Service Assurance Software Suite. The EDGE(TM) Home Center is a cloud-based, multi-screen, self-help console that now enables consumers to set up and manage their home network equipment and services. With expanded visibility, flexibility and control capabilities, the EDGE Home Center helps subscribers answer support questions and resolve problems on their own, minimizing burden on service provider call centers.
“Our customers must evolve their support capabilities as frequently as their service offerings to account for new subscriber needs,” said Alan Lefkof, corporate vice president and general manager, Software Solutions, Motorola Mobility. “With the new interoperability capabilities of today’s media devices and the increased tech savviness of today’s consumer, the subscriber now has the tools to own such home network management tasks. That’s why we’re delivering innovative service assurance solutions that will be relevant and efficient both now and in the future.”
Unlike most existing PC-based self-help solutions that concentrate solely on the PC and the gateway, the EDGE Home Center expands subscriber self-care capabilities to incorporate much more of the home network. Its user-friendly interface is consistent across all computers and web-enabled mobile devices, enabling the subscriber to seamlessly connect and manage any device or service as needed, whether from home or a convenient remote location. Also, the cloud-based design provides direct connectivity to service provider provisioning and billing systems for real-time updates.
In addition, the console’s extensive session-logging feature sets new market-leading standards for real-time support capabilities. If an agent does receive a call from a subscriber, EDGE Home Center shows the agent any self-care steps already taken by the subscriber. This generates quicker diagnosis and troubleshooting recommendations unique to each situation.
An intelligent business-rules engine with automated scripts and fast service adaptation capabilities has been built into EDGE Home Center to meet the emerging support needs of the digital home. The solution’s modular framework supports the introduction of optional value-add services such as anti-virus, PC backup, home automation or third-party applications. The framework also enhances the user experience for current triple-play or quad-play services, reduces service-provider churn and drives revenues.
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