 Teamed with the Self Repair Technician, Remote Technician™ is a software product that helps Customer Support Representatives (CSRs) to quickly pinpoint the cause of subscriber problems and provide a resolution. It automatically provides detailed desktop and diagnostic information to CSRs so they can more effectively resolve problems. With Remote Technician, subscribers are empowered with real-time, automated support, even when they are offline. By gathering critical information when there is no connectivity or a call is preferred, Remote Technician helps decrease call resolution time, as well as increase first-call resolution rates.
Remote Technician™ is designed to minimize help desk call resolution time by empowering the help desk technician with detailed information about the subscriber’s CPE and remote-control capabilities. Remote Technician puts matching information on the screens of the subscriber and CSR, ensuring that both parties are “on the same page.” It also optionally empowers the CSR to take control of the subscriber’s desktop to do hands-on repair work. If a truck roll is ultimately needed, the on-site technician is prepared in advance with all of the necessary information obtained from the CSR Report.
 Minimize Call Resolution Time
Remote Technician creates a unique forum for communication between the subscriber and Customer Service Representative to simplify the technical support process. Because Remote Technician collects all the data needed to reach an efficient solution, such as CPE and desktop configuration settings and diagnostic test results, much of the CSR’s work is done in advance of the call.
Reduce Required Troubleshooting Discovery Steps
Standard support procedures require that a common set of questions are asked of each subscriber no matter what the reported issue, such as operating system version, network card configuration, etc. These questions require that the subscriber perform a manual discovery process that results in costly support time. Remote Technician eliminates this need by sending information direct to the CSR. This eliminates the potential for verbal communication problems and removes the pain from the traditional, phone-based discovery process.
Red Light / Green Light Intuitive Interface
Remote Technician provides the CSR with an intuitive graphical interface that describes the subscriber’s system, along with red-light/green-light diagnostics that highlight problem areas. This provides CSRs with detailed information of connection problems, OS installed applications, and hardware configuration issues.
Integrates with IVR Systems
Remote Technician integrates with existing call center and support technologies including ACD, IVR, CTI, voice gateway, and CRM systems. Through this integration, subscribers can use voice or Touch Tone keypad entry to transmit Diagnostic Codes to the team with the appropriate skill set for servicing the call.
Reduce Truck Rolls with Remote Technician Access™
Remote Technician Access™ delivers desktop remote control capability that enables CSRs to directly interact with and repair the subscriber’s CPE from a remote location. By empowering the CSR with access to the subscriber’s desktop, it enables the CSR to resolve the problem without the need for subscriber participation. This closes the large communication gap which has, until now, made support calls long and costly and reduces the need for a truck roll, as problems can be solved remotely.
Back-Office OSS Integration
While Remote Technician easily integrates with third-party OSS systems and CRM solutions such as Remedy™, PeopleSoft, and SAP, there are several options available:
- Stand-Alone System
Remote Technician includes its own CSR Interface that can be deployed standalone with no integration with back-office systems required.
- CRM Integration
Remote Technician can pass its data directly to the existing CRM systems and automatically initiate a trouble ticket. Remote Technician data and functionality is then “plugged in” to the existing CRM system to enable its functionality through the existing infrastructure.
- OSS Integration
Remote Technician can provide an interface to existing back-office OSS systems so that CSRs have visibility to these systems from the Remote Technician interface.
Reduce Field Technician Time On-Site
If the problem requires the dispatch of a field technician (truck roll), the Technician Report helps to quickly identify the problem beforehand so that the field technician can be best prepared to resolve the problem. The technician arrives at the customer site armed with detailed information about the problem, increasing efficiency and reducing the time and costs surrounding field service calls.
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