Anyone who has ever used a dial-up modem has probably used Fine Point products. Yes, the software that made the Internet widely accessible, WinPoET and MacPoET, were developed by Fine Point. Today, Fine Point still leads the industry with solutions that resolve the challenges facing network operators:
|• ||Move up the value scale to more profitable services |
|• ||Lower the cost of effective customer care |
|• ||Introduce new products quickly with higher adoption rates |
|• ||Remotely manage both wireline and wireless devices and networks |
|• ||Provide real-time visibility to subscribers’ actual experience with the service |
All Fine Point products are readily customized to integrate with the latest business practices and technology used by any network operator. They are modular and fit together to form a solid relationship between subscribers and their service provider.
Fine Point Technologies develops products that bridge the gap between network operators and their subscribers. They provide real-time visibility to the user’s experience with communications services and devices; and make that insight available to CSRs for a speedy resolution of service issues.
Fine Point products work with both wireline and wireless services. As the fine line between wireline and wireless continues to fade in smart homes and WiMAX networks, Fine Point already has the solution. It’s called Mobiture, a line of products that provision, activate, support and manage wireless and wireline devices compatible with TR-069, as well as cell phones through a single GUI.
Mobiture enables wireless service providers to better manage their network with real-time data on network performance and provide more effective customer care to subscribers by empowering CSRs to resolve issues for subscribers on-the-go. Mobiture offers additional capabilities as well. Some examples:
|1) || Network performance: Network operators can merge network and device performance with GPS data to determine service quality and identify where issues exist in real time—without a truck roll. |
|2) || Lost or stolen equipment: The location of devices with GPS can be pinpointed by subscribers and CSRs. The devices—and their SIM card—can be locked so that neither will work on any network. |
|3) || Information Security: Subscribers can permanently delete contact lists from the device remotely and subsequently, they can upload their contact list to a new device. |
With Fine Point products, network operators can offer a more far-reaching set of services, provide better customer care at a lower cost and prepare for the new digital services on the horizon.
Internet Service Assistant (ISA)
ISA is available for both wireline and wireless network providers. It offers subscribers a custom-branded assistant that can reside on the desktop or launch instantly upon service interruption so it does not occupy CPU cycles unnecessarily. The information and solutions it offers are at the discretion of the service provider. For example, ISA can be set to automatically launch a series of diagnostic tests and resolve problems it finds, it can give the subscriber the option to repair the issue independently or seek a step-by-step guided resolution to empower customers to repair their own lost connections using ISA’s short cuts.
ISA is effective offline too. When a solution is not available, ISA provides a diagnostic code that pinpoints the issue and informs CSRs exactly what the problem is when subscribers call for help. Using ISA’s short cuts, subscribers can repair settings with the guidance of a CSR or allow the CSR to take control of their PC and make the repairs.
Specifically, Internet Service Assistant:
|• ||Verifies CPE and PC connectivity |
|• ||Repairs modems using a variety of protocols including: TR-064/SNMP, HTTP and Telnet |
|• ||Provides insight to Quality of Service with bandwidth and network metrics |
|• ||Integrates with any existing backend infrastructure |
Fine Point Internet Service Assistant effectively eliminates 30% of support calls (on average) and reduces the duration of the calls that are made by 40% (on average). This means lower overall costs for customer support and more satisfied subscribers.
Integrated Support System (ISS)
As business practices, technologies, products and information systems evolve, network operators are left with an expensive, intricate and layered set of components that define what they can and cannot do readily. Integrated Support System from Fine Point delivers that data that different teams in the organization need to deliver effective customer care.
Integrated Support System (ISS) reduces the complexity of IT infrastructure and improves reliability, flexibility and scalability. It also extends the value of internal information systems by integrating with external systems and unifying support operations. It is a permissions-based system that organizes and displays the information needed by people in different functional areas throughout the organization.
ISS is a modular system that standardizes, configures and presents information in a Web based portal according to the defined business practices. The basic front end interface includes:
|• ||Individual user management (internal and external, according to permissions) |
|• ||Group management |
|• ||Management of system configurations and plug-ins |
|• ||Management of ACL permissions and group memberships |
|• ||Database replication control |
|• ||CRON, scheduled tasks |
|• ||Event logs |
|• ||Graphics and text under complete customer control (CSS and externalized texts in .INI files) |
|• ||Pre-saved searches (Favorites) |
|• ||Capability of exporting search result to CSV Excel, for ISS and its modules |
|• ||Pre-saved reports based in SQL queries |
|• ||Separated databases can be used for backup and statistics |
|• ||Integration with any existing internal systems |
Although the system standardizes the core information, each module of the ISS provides for access, management and manipulation of information according to the defined business practices.
Through integration with the Remote Device Administrator (RDA TR-069), Integrated Support System can implement event triggers produced by CPE notifications and execute calls and actions on other systems in the backend. ISS is technically compatible with every standardized connectivity technology, such as SOAP, XML, Telnet console, VT-100 Telnet, HTML, XML, and ODBC as well as APIs and sockets with proprietary protocols.
|- || Remote Technician Server: Centralized management of support events, sales and more |
|- || Call Tracking: Complete reporting and statistics for each agent or a group of agents |
|- || Knowledge Base: A custom set of troubleshooting workflows for systematized problems. |
|- || Online Support: Works with the Internet Service Assistant and the Remote Device Administrator to assemble the information for tracking events and enables CSRs to respond to several customers simultaneously with real-time chatting |
|- || DSLAM & Router Manager: Maintains inventory of network equipment (or access an external system) and can query devices for real-time information. |