Ritter Communications Moves from Outsourced Provisioning to Incognito Software to Enhance Customer Service

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With the acquisition of several thousand new high-speed Internet subscribers in Northeast Arkansas, Ritter Communications wanted to enhance customer service through local control of their infrastructure, so they moved away from outsourced provisioning to Broadband Commander CenterTM from Incognito Software. The software automatically configures customer premise equipment (CPE) to reduce the time, service labor, and truck rolls in fulfilling customer requests. Ritter Communications has already seen the benefits in service as well as a fast return on their software investment.

According to Susan Christian, Director of Marketing at Ritter Communications, taking full control of service delivery was paramount to their acquisition’s success. “We are a relationship-driven company, completely accountable to our local customer base for quick response and personalized service packages. With CPE provisioning in-house, in addition to other services such as web hosting and e-mail with spam and virus filtering, we’ve proven that it’s possible to deliver the best of both worlds: Jonesboro-based operations plus a wide range of cutting edge, high-reliability services.”

The interface between Broadband Command Center and Ritter’s billing system will allow any customer service representative to easily complete provisioning. Ritter is also streamlining access to customer information with interfaces between the provisioning and billing software and the cable plant and modem monitoring system. Christian added, “We will also tie in a SIP-based instant messaging server that will communicate instantly to our staff about the health of our network so we can take immediate action. Our goal is to make all our different systems work in harmony so each customer comes out a winner.”

Patricia Steadman, CEO of Incognito Software, understands the need to offer highly advanced multimedia service packages at reasonable prices and with fast turnaround. “It is very satisfying to see how Incognito’s combination of features, price, stability, and support can help locally based Ritter Communications achieve their goals,” said Steadman. “The migration to our software from their outsourced system only took a couple of hours, and our software is voice-ready to support future needs.”

The Broadband Command Center Appliance is now available from Incognito Software. For more information, visit http://www.incognito.com/products/BroadbandCommandAP/overview.jsp.

About Incognito Software

Founded in 1992, Incognito Software helps communications service providers and large enterprises quickly and cost-effectively deploy high-reliability data, voice, and video networks using automated IP address management, domain management, and provisioning systems. Our software provisions over 30 million IP address and DNS records for customers in North and South America, Europe, and Asia-Pacific. We offer unparalleled customer support and partner with leading software and hardware vendors worldwide. For more information, visit http://www.incognito.com.

About Ritter Communications

Ritter Communications, a subsidiary of E. Ritter & Co., provides the latest voice, data, and Internet technologies while maintaining the highest level of customer service. With local telephone service, high-speed data, and installation and support of telephone and computer networks, Ritter Communications is ready to be the "single source" for all the communication needs of northeast Arkansas.

Media Contact:

Simon Leech

[email protected]

Incognito Software Inc.    Suite 500 – 375 Water Street

Vancouver, BC V6B 5C6    

P: 604.678.2865

F: 604.688.4339

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