Denver, Colorado (PRWEB) October 25, 2006
v.1 Labs today announced a new support module designed to help reduce the customer care burden related to IPTV service offerings. The new tool will help IPTV operators reduce the number of inbound calls to their call center and dramatically reduce the call handle times associated with supporting a customer with an IP-based set top box in their home. This new approach to supporting IPTV customers allows operators to gather historical data from the set top box while at the same time performs self healing when required. V.1 Labs has taken a fresh approach to supporting IPTV platforms and has designed the system to also function in a no connectivity situation, allowing operators to see into the home even when the set top box can not been seen on the network.
The IPTV support module leverages the field proven Front Line platform to provide one interface for operators to support IPTV, high speed Internet, VoIP and device diagnostics. Keeping the CSR desktop clean has proven to be critical in efficient call resolution. V.1 Labs' patent pending platform also provides the end consumer with corrective instructions on the TV screen for issues that simply can not be resolved by software, again further reducing the likelihood that a subscriber will pick up the phone.
"Our new IPTV module has been designed from the ground up to ensure that operators have visibility into the subscriber home. Being able to gather information from the set top box on a regular basis will allow operators the ability to proactively manage the services they offer. Exception based reporting keeps network management traffic to a minimum and provides targeted data back to the operator only when required. Having the set top self heal many common problems is key to ensuring high levels of subscriber satisfaction and reducing churn," said Mike Earle, President and CEO of v.1 Labs.
Global IPTV startup TV Anywhere has already agreed to deploy the solution and is actively working with v.1 Labs to refine the process in a collaborative approach designed to ensure the module meets all deployment needs of any IPTV provider.
For more information on the v.1 Labs IPTV module please contact:
Vice President of Sales and Business Development