Breakthrough Product from Affinegy Allows Broadband Service Providers to Deliver Unprecedented Level of Support to Home Networking Customers

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Affinegy Management Portal delivers 360° insight into the home network environment, slashes broadband service provider support costs and enhances the customer experience. New support tool puts comprehensive set of data in front of technical support personnel and operations managers to enable streamlined workforce & process management, dramatically reduced support call times and simple multi-subscriber downloads, upgrades and fixes.

Affinegy, Inc. today announced Version 2.0 of its Affinegy Management Portal software, a new internally developed product that enables broadband service providers to deliver world-class support to their home networking subscribers.

The Management Portal works in conjunction with Affinegy's widely deployed InstaLAN home network management client to provide a view into the digital home previously unavailable to service provider support staff. Through a comprehensive set of under-the-hood data gathering and telemetry, the product provides critical information to service providers, delivering tremendous value in three key areas:

1.    Network Installation Verification:
When home networks are installed using the InstaLAN software, the Affinegy Management Portal is automatically updated with a series of key metrics from the installation process. Now operations managers can validate the completion and quality of the installation process whether performed by a technician or as part of a self-install kit. Real-time custom reporting allows insight into the efficiency of installation personnel and how well the process is working.

2.    Support for Problem Resolution:
Support calls related to home network issues are particularly complex and typically involve support staff asking dozens of questions of the customer in order to determine the nature of the problem. The Affinegy Management Portal is a detailed dashboard that provides the answers to all of those questions automatically, allowing the support agent to get on with the job of fixing the customer's problem, typically in less than half the time. The benefits for problem resolution are clear - reduced call times and happier customers.

3.    Multi-Subscriber Maintenance:
While the secure download service built into the Affinegy Management Portal allows fast and easy downloading of client updates, the benefits go well beyond this basic functionality. The product's flexible query and reporting mechanism facilitates rapid correlation of recurring issues with root cause. And because the product keeps a detailed view of each subscriber's home network environment, messaging and fixes can be easily deployed to all customers that are likely to be affected by a particular issue, eliminating problems before they become support calls.

Art Lancaster, Affinegy co-founder and Chief Technology Officer sees this as a breakthrough product and a logical extension of the Affinegy product family. "For the first time, service providers can see the subscriber service experience for the individual user, not just for the household. No longer will the home router block service providers from viewing the information needed to deliver comprehensive support. InstaLAN provides a universal management solution for the retail router and custom gateway that reports telemetry from individually connected users back to the Affinegy Management Portal in a comprehensive and easy-to-use format. Our service provider customers will find that support personnel can learn and begin using it the day it is deployed"

The Affinegy Management Portal is a web-browser accessible, secure, hosted solution that is easily integrated with existing support toolsets. Future versions of the product are already in development and will add functionality in the areas of remote diagnostics, control and resolution.

Says Affinegy CEO Melissa Simpler, "We are not in the business of reinventing the wheel but instead choose to bring products to market that represent brand new and highly valuable functionality for our customers. Accordingly, the Affinegy Management Portal will deliver a very generous return on investment for our customers. We look forward to continuing to help broadband service providers maximize their profitability as they deliver high quality products, services and support to their customers."

About Affinegy:
Affinegy, Inc. provides network installation and management software solutions for broadband service providers and network equipment manufacturers that reduce the complexity and cost of deploying broadband and wireless services or products to residential and selected business markets. Affinegy's hardware-independent installation, management and support technologies make wireless and broadband network products profitable & sticky for service providers and simple & reliable for end-users. Affinegy's solutions are in deployment today through market-leading broadband and wireless internet service providers and industry leading equipment vendors. More information about Affinegy can be found at Affinegy Website or by calling (512) 535-1700

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Ian Ball

Melissa Simpler
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