TruVizion: Benefits

When you buy a product or service for your business, you want to know you’re going to get a return on your investment. TruVizion’s patented technology will make your team more efficient and reduce the cost of managing your broadband network. Here’s how.

Most tools that provide in-depth broadband network diagnostics information only support one type of broadband technology, and sometimes only from one vendor. If you have a Fiber network, a limited number of staff may have access a proprietary element management system with limited diagnostics at best, and which is not very user friendly. If you manage cable devices, you may have a diagnostics tool just for that. With TruVizion, you get detailed broadband diagnostics for troubleshooting Fiber to the Home (FTTH) and DOCSIS cable networks. TruVizion gives your staff a single diagnostics application with a common interface that lets them troubleshoot fiber and DOCSIS networks and devices from multiple vendors, increasing efficiency in your operation.

TruVizion was developed to help multiple groups within your company make a difference in the quality of the service you provide. The organized and intuitive interface can be used by your call center staff, installation and maintenance technicians and your engineering group. Unlike other tools, you don’t have to search multiple screens to find what you’re looking for, and then realize you need an engineering degree to understand it all. The interface clearly shows what’s most relevant and most important, and it’s organized and presented in a way that makes troubleshooting your broadband devices and network a snap. The OLT and CMTS diagnostics screens provide a clear summary of issues and alerts and are perfect for your networking and engineering staff as they track down plant issues. The ONT and cable modem diagnostics screens are tailor made for your Call Center staff as they work with subscribers to troubleshoot issues.

No one wants customers sitting on hold. Not only does the customer get irritated, but every second they’re talking with someone in your Call Center, it’s costing you money.  With TruVizion, your reps will be able to diagnose and resolve customer issues more quickly and accurately.  On a single screen they’ll see key details highlighting the health (or lack thereof) of a customer’s modem and connection. They can also ping the modem, reset it, or view the modem log with a click or two.  For cable subscribers, they’ll also see on the same page a summary of key RF levels and bandwidth usage for the port the customer’s connected to. That’s a unique feature of TruVizion, and can help determine whether an issue is affecting just that subscriber or possibly others.  The sooner you find a problem that’s affecting multiple subscribers, the fewer calls to your Call Center.

TruVizion gives you a way to methodically attack issues that are hard to identify or might otherwise go unnoticed until you have a serious problem. Real-time reporting and maps show the worst performing devices and where they’re located. You can also view historic data on to see what has been happening over time, such as PON performance, laser temperatur, port statistics, RF levels,  various types of errors, bandwidth utilization, and more. This can help you resolve those pesky problems that are often intermittent and never seem to occur when you’re looking for them.

TruVizion’s advanced, interactive mapping also helps you zero in on where issues are located. Often times a map in a diagnostics application is eye candy. It’s kind of colorful and cool-looking, but it’s just not that useful. In TruVizion the maps not only look sweet, they are sweet. You can actually use them to quickly find and diagnose customer-affecting issues. Sure, they’re colorful. Green is good, and you’ll immediately see those devices that are performing within spec. Yellow tells you a device is marginal, and red says something’s really wrong. Best of all, you can filter the map by status or alerts. With a click you can see only devices that are offline (really helpful when finding and fixing an outage). Another click will show only out-of-spec modems, or you can further filter to see only those modems that are having a specific issue. You can filter by devices on a specific port, and if you’re managing a cable plant, you can filter the map pins by node and active leg. You can click any pin to see the summary performance data for that device and click again to pull up the full Diagnostics screen for that subscriber.

Do you have customers that are not geocoded or are geocoded incorrectly? This is a problem for some providers depending on how up-to-date maps and addresses are kept in their area. In  TruVizion you can easily geocode a device or correct a location if it’s not right. You can add a pin or change the location of a pin on our map with a couple of clicks. If you are on a mobile device at the customer’s location it’s even easier. Just tap to geocode the device and place it on the map right where you are.

You know how antsy you get when your service goes down—and you work there.  Take that feeling and multiply it by all your subscribers who suddenly can’t Google, Facebook or email their aunt Jane.  With TruVizion keeping tabs on your broadband network you can shorten the time you’re down. How?  By helping you direct the right resources to the source of the problem quickly.  Real-time reporting on device status and RF levels, plus those interactive maps just mentioned that can be filtered by modem status and alerts, will clearly show which areas and subscribers are affected. You’ll be better able to determine where to send which technicians and what they should look for when they get there. That means a more efficient staff, faster mean-time-to-repair, and less costly outages.

Keeping voice customers happy can present a whole new set of challenges. VoIP can be persnickety compared to the Web. Subscribers can live with an occasional delay in a Web page loading. But, a delay on a voice call is much more noticeable, and more likely to generate complaints and dissatisfaction. With TruVizion you can tackle your VoIP problems head on.  The Voice Diagnostics page for cable modems with an EMTA displays the last ten calls a subscriber made, along with any call quality issues, RF levels and information on any lost or delayed packets at the time of the call.  You can also run a report showing all calls that didn’t meet minimum call-quality thresholds, which can help you proactively address those issues before your customers proactively look for another voice provider.

One benefit that naturally springs from these others is happier customers. It makes sense. Your broadband service is humming along like it never has before. Customers are not holding on the line as long when they need help, and their problem is  fixed more quickly. In fact, they may not need to call at all, because you fixed a problem before they even realized there was one. When you have an outage, it’s a lot shorter than it used to be. Plus, you’re reducing customer-affecting issues and improving service quality by finding problems in advance and proactively making network improvements.

Happy customers are less likely to bolt when they get a low-ball offer from a competitor, and they’ll be more likely to brag about you to their friends and family. All of this, plus you save money every day to boot! What more do you need to know?

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