Motive Broadband Services Care Solution – Products

Self-Service Manager: delivers automated problem diagnosis, resolution and service management capabilities across each of the primary support channels—electronic, phone and email. As a result, subscribers can easily self-manage their high-speed data services, solving support issues and managing their service experience without ever having to engage a CSR or request an onsite technician visit.

Customer Service Manager: helps CSRs quickly pinpoint the cause of subscriber problems and provide the most effective resolution for high-speed data service issues. The product gathers service data, or telemetry, from multiple sources to provide a complete end-to-end representation of a service as it exists in a subscriber’s environment. This information is compared to managed settings that ‘model’ the optimal working state of the service and help CSRs perform root cause analysis that drives rapid and accurate diagnosis and resolution of service problems.

Remote Control Module: provides customer service agents with remote access to a subscriber’s PC for more efficient troubleshooting of home network issues.

Chat Module: provides an easy to use, real-time online support interface for customer service agents to communicate with subscribers over to help walk them through problem detection and resolution.