ZCorum’s TruVizion Tool Saving Cable Providers Valuable Time and Money

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ZCorum, a provider of managed broadband services and software, reports that use of its TruVizion data analytics application has reduced average talk time by 30%, resulting in better satisfied customers. The application offers real-time and historical data from the CMTS and modem to help cable providers better understand their customers' experience with Internet and VoIP service, as well as the overall performance of the network. ZCorum will be demonstrating the TruVizion software at The Independent Show next week.

With the live data, historical reporting and mapping that are available in TruVizion, we don’t have to send our techs out in the field to chase down problems.

ZCorum, a wholesale provider of broadband services and software, announced today new data that demonstrates the value of their TruVizion application. According to Arthur Skinner, Vice President of Business Development & Sales at ZCorum, the tool has been a win-win for the company and the cable providers they serve. “We’ve been thrilled with the feedback we’ve gotten from our cable providers on how TruVizion is saving them money, and that’s further borne out by what we’ve heard from our own support organization.”

One of the services that ZCorum offers many of its broadband providers is 24 x 7 support for their end-users. Jason Young, Vice President of Support Services at ZCorum, said the tool has had a great impact on his department. “After we included TruVizion in our toolset, we saw an immediate drop of 30% in average talk time.” According to Young, this increase in efficiency and the additional information available to his team has benefited the cable providers, as well. “Not only can we solve individual trouble calls more quickly, which means a more satisfied customer, we can quickly identify on the same screen if other subscribers on that port are likely to experience similar problems. We report that back to the provider, who can then correct the trouble before many of those customers ever become aware of the issue.”

In addition to improving the efficiency of customer support, service providers are also using TruVizion to improve their network and operational efficiency. The application provides a view into the health of the CMTS and its associated ports, and providers are using this information to more efficiently target plant issues and to plan system improvements.

Tony Ashcraft, Manager at Crestview Cable in Prineville, Oregon, has nothing but praise for TruVizion. He says the application has definitely reduced the number of truck rolls, as well as the amount of time a technician spends in the field when one is needed. “We have a relatively small plant, with three head-ends that are thirty to sixty miles apart, so it’s important for us to be efficient. With the live data, historical reporting and mapping that are available in TruVizion, we don’t have to send our techs out in the field to chase down problems. Instead, we can decide right from our office whether we need to roll a truck, and if so, where to send it and what they should look for when they get there.”

Skinner noted that this is something he hears quite often. “What Tony describes is the same kind of feedback we’re getting from our other cable providers. In addition to the wealth of data that’s available, they love the fact that the application is intuitive and well-organized, so it can be used by multiple groups in the company.” Skinner said he will be demonstrating TruVizion in booth # 713 next week at NCTC’s Independent Show in Baltimore, Maryland. ZCorum will also be exhibiting next week at OPASTCO’s Summer Convention and Tradeshow in Seattle, Washington.

About ZCorum

ZCorum provides broadband Internet and communication solutions to telcos, cable companies, utilities, and municipalities, assisting in all facets of broadband implementation, integration, engineering and consulting, network monitoring and diagnostics. ZCorum also offers wholesale, private-labeled Internet services, including data and VoIP provisioning, email, Web hosting, and 24x7 support for end-users, enabling service providers to compete effectively in their local rural and suburban markets. ZCorum is headquartered in Alpharetta, GA. For more information, please visit http://www.ZCorum.com.


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