Self Repair Technician™ is tailored specifically to address the ongoing customer support needs of service providers. It reduces ongoing support costs by empowering subscribers to Self Repair common desktop configuration issues and resolve common connectivity related support drivers. Through the delivery of industry-leading software technologies, Self Repair Technician provides a comprehensive, scalable and cost-effective solution for automated subscriber service and support.
- Automated Self Repair A fully branded, self-service, desktop support application that reduces the majority of desktop configuration and connectivity issues by enabling subscribers to understand and repair their own connections.
- Guided Resolutions
Empower subscribers with connectivity solution suggestions and resolutions based on logical diagnostic tests.
- Real-Time Repair Agent
Allows subscriber systems to repair themselves automatically through intelligent diagnostics that continually monitor desktop configuration and the broadband connection. Integration and customization are required to enable your specific real-time monitoring and repair tasks.
Self Repair Technician delivers these technologies through a user-friendly, diagnostic tool that resides on the subscriber’s desktop.
 Puts Help Where it is Needed: On the Desktop
Unlike other solutions that are web-based and focus on reducing resolution time once the call reaches the help desk, Self Repair Technician delivers assistance directly to the subscriber, preventing calls entirely. Self Repair Technician focuses on resolving the issue, either through automated repair or guided instructions, without requiring a call to the help desk. If and when the subscriber requires technical assistance with their broadband connection, they can launch Self Repair Technician from their desktop. Self Repair Technician identifies the cause of the problem and automatically resolves it, easing the delivery of cost-effective, quality support that improves both subscriber experience and satisfaction.
Intelligent Real-Time Repair Agent
Self Repair Technician Real-Time Repair Agent is a subscriber desktop application that monitors the subscriber's computer and automates problem resolution if and when problems occur. By facilitating both self and guided assistance, Real-Time Repair Agent makes both self and guided service a positive subscriber experience by delivering assistance faster and enabling subscribers to help themselves, without contacting the help desk. Real-Time Repair Agent can reduce the majority of help desk call drivers, such as desktop or software configuration or "I can’t connect," by enabling subscribers to better understand and manage their own desktops.
Intelligent Connection Diagnostic Tests & Resolutions
Self Repair Technician systematically tests the broadband connection to identify any potential network connectivity failures. By diagnosing the connection in a logical manner, Self Repair Technician can pinpoint the cause of the connection failure and guide the subscriber on how to best resolve the problem.
It then provides easy-to-follow guided resolutions that will assist the most novice subscriber to resolve common connection problems. These step-by-step troubleshooting screens are fully customizable to match the existing call center resolution scripts and processes. Only after each of the suggested steps is followed, the subscriber is directed to contact the help desk for further assistance as the last step. Self Repair Technician makes both self and automated service a more rewarding experience for the subscriber by providing the right answer faster, or by connecting subscribers to the appropriate resource.
Diagnostics via TR-064 / SNMP / DOCSIS
By leveraging technologies such as SNMP, HTTP, DOCSIS and TR-064 (LAN-Side DSL Customer Premises Equipment (CPE) Configuration Specification), Self Repair Technician retrieves critical diagnostic information from the CPE. This information is used to present red-light/green-light diagnostics that highlight problem areas and provide suggested automated resolutions. By automatically providing accurate information and probable fixes, Self Repair Technician eliminates the pain of the traditional trouble discovery process and accelerates diagnosis.
Diagnostic Codes to Reduce Resolution Time
Self Repair Technician automatically provides detailed system and diagnosis information to support professionals so they can effectively troubleshoot problems. By automating the process of gathering critical information when there is no connectivity or when the subscriber prefers to contact the help desk, Self Repair Technician helps decrease call handling times for phone-based support, as well as increase first call resolution rates. Self Repair Technician displays special Diagnostic Codes that automatically summarize key CPE diagnostics data and any repair attempts already made by the subscriber. Translating this information into a numbered code allows the easy and accurate conveyance of this information to the help desk at the beginning of the support call. The technician can then quickly determine the course of action to resolve the problem.
The length as well as the type of information stored in the Diagnostic Codes is customizable so that Self Repair Technician can be best integrated for your service. Each Diagnostic Code also includes a versioning mechanism that ensures the proper interpretation and delivery of the correct information, as well as the flexibility to evolve Self Repair Technician to meet future service requirements.
Integrates with IVR Systems
When teamed with Remote Technician™, Self Repair 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 the CyberTRUCK Validator diagnostic code to the team with the appropriate skill set for servicing the call.
Designed to Increase Subscriber AdoptionLet’s face it, if your subscribers do not use your automated support solution, your support costs can not be reduced. Studies show that “continually running” support agent software that runs in the background not only affect system performance, but is also more likely to be uninstalled by the subscriber.
Click here for examples of real world subscriber complaints and
dissatisfaction
with "continually running" software
support
agents.
Unlike these other solutions, the Self Repair Technician was designed to maximize subscriber adoption. Because the Self Repair Technician is subscriber-initiated it runs only when needed and does not use up precious computer resources. This approach results in higher level of
subscriber
adoption since subscribers will be less likely to uninstall the support agent.
Seamless Integration with Remote Technician™
The benefits of Self Repair Technician are further increased when paired with the optional Remote Technician™. The Remote Technician provides comprehensive suite of tools and capabilities for providing support to subscribers to help them collaborate and communicate with subscribers so problems can be solved faster, and CSRs can work more productively.
Extended Functionality for Third Party Devices
Built upon powerful Direct Plug-in™ Technology, the Self Repair Technician is easily adapted to work with any third-party diagnostic technology or CPE hardware. This enables the Self Repair Technician to be easily expanded upon, to support new or custom features.
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