Cable Operators’ Product Portfolio

360° Agent console for automated troubleshooting:

• A customer-centric web-based application that provides automated diagnosis and troubleshooting of customer-reported issues
• Provides a guided flow-through process for diagnosing and troubleshooting telecom service issues
• Key use cases: Interrupted service, low downstream quality, low upstream quality, group outage detection, group fault detection, Wi-Fi configuration issues, live view of cable modem throughput, and automatic ticket creation

Field Technician Applications:

• Thanks to its role-based functionality, Cempresso can be deployed in different departments by providing users with different information.
• For example, field technicians can use Cempresso’s diagnostic and troubleshooting solution in addition to the CSR to quickly and easily resolve customer issues.
• Key use cases: Perform a real-time service check, track customer perception, check the status of key parameters, and perform final diagnostics before closing a ticket.

Selfcare applications:

• Easily integrated into the service provider’s web portal, mobile portal, or app on smartphones or tablets.
• Empowers customer self-help through a series of guided workflows that immediately resolve issues or customize their services, which is otherwise handled by CSR agents.
• Key use cases/calls: interrupted service, low downstream quality, low upstream quality, group outage detection, group fault detection, Wi-Fi configuration issues, and cable modem throughput.

Selfcare Chatbot:

• Enables the creation of personalized conversational experiences within the messaging application of your choice.
• Available on all channels (e.g. SMS, Viber, Facebook Messenger, or in the existing customer web portal, etc.).
• Key use cases: service interruption, low downstream quality, low upstream quality, group outage detection, group fault detection, Wi-Fi configuration issues, cable modem throughput –
  Live view and automatic ticket creation

Video call support (web/mobile):

• Allows customer service agents to see the customer’s problem in real-time and visually walk them through the solution without having to install or download an app.
• Agents no longer have to rely on the customer to describe the problem.

Session analytics:

• Provides comprehensive insights into support process indicators (e.g., out-of-the-box indicators for average handle time (AHT), first call resolution (FCR), number of sessions per channel, and number of specific issues).
• Standard reports: session analytics, agent performance analytics, customer interaction analysis, top call drivers/issues, and real-time analytics/view.
• Advanced analytics and ML algorithms on session data additionally provide: trend analysis and anomaly detection

Advanced IP address management:

• IP address management is available for all types of cable modems as well as PCs, routers, STB devices, MTAs, and more. Both IPv4 and IPv6 are supported, and you can choose from a number of IP range management groups. Enterprises can set their own address assignment rules and experiment with IPAM configuration through a management interface.

Subscriber centric CPE management:

• DACS provides multiple zero-touch CPE activation options and authorization modes. There is support for tracking connections between CPE devices at a site, advanced configuration templates, and automatic generation of configuration files for various cable devices.

Monitoring and troubleshooting:

• Manage all your IP leasing history in a central database for better monitoring. We also provide built-in SNMP agent support for easy integration with NMS tools and packet-level analysis of DHCP traffic, both real-time and historical.

Comprehensive data model:

• Our high-performance database stores all relevant data securely and according to requirements. IP address reliability data is available for regulatory and reporting purposes. For absolute compliance, there is a device inventory database that automatically collects device information.