Wi-Fi 360 audits, certifies, and guarantees the initial quality of the service at customers’ premises with a cost-effective mobile app that walks the field technician through the installation process.
This tool improves customer experience in the connected home by testing the quality of service in selected locations within the household. Every diagnostic includes: evaluation of signal coverage, detection of channel overlap, speed testing, and evaluation of network access parameters.
All diagnostics are stored as a quality certificate for further reference. The certificate history allows for the tracking of customer experience changes over time.
This tool increases customer satisfaction and reduces interactions with the contact center by giving end-users the ability to repair and manage their own services, through the use of a customer-friendly mobile application.
By using the Self-Care mobile application, customers are able to easily identify and resolve service problems associated with Wi-Fi connectivity themselves, before calling for assistance.
The Self-Care application also gives the customers the tools to manage Wi-Fi related parameters, such as network name and password.
The tool provides the Customer Support Representative (CSR) with a holistic view of the connected home. The portal allows the CSR to easily identify service problems by analyzing a broad set of parameters such as signal level, band, channel, retransmission errors, and device firmware.
All parameters are grouped into major KPIs (Client Quality, RF Quality, Link Quality and Device Compliance) that allow the customer representative to obtain a quick diagnostic. In the event that a KPI is marked as failed, the application can automatically launch an optimization process. All diagnostic complexities are abstracted for the customer representative, providing consistent troubleshooting.
Remote command execution capabilities such as speed testing, traceroute, ping and network reachability can be executed by the customer representative in order to enrich the troubleshooting process.
All operations are also supported by an API for B/OSS system integration.