OpenVault Launches Suite to Remotely Resolve Customer Issues

OpenVault today launched a new solutions suite that is designed to help service providers cope with maintaining subscribers’ satisfaction and reducing their face-to-face interactions with operators’ support staff  during the COVID-19 pandemic.

OpenVault’s “Distance Diagnostics and Remote Care” suite provides access to tools operators need for remote identification and resolution of potential pain points as consumers’ broadband usage soars – Nielsen estimates that quarantining will increase streaming video viewing by as much as 61%, while OpenVault has determined that business-hours broadband  consumption increased by 41% in the week after COVID-19 was deemed a pandemic by the CDC.

The remote care suite includes tools for device diagnosis, Wi-Fi network health, access network health, real-time power usage identification, and bandwidth management, enabling operator support teams to:

  • Remotely and safely identify, diagnose and resolve the majority of subscribers’ issues, including performance of Wi-Fi connected devices within the home;
  • Remotely identify and proactively address node congestion and individual user behavior that is impacting the experience of other subscribers;
  • Remotely maintain service quality, minimizing the need for service teams to enter consumers’ homes or to engage in costly truck rolls.
  • Reduce call volume through proactive diagnostics and quick, accurate resolution.

“In a socially-distant world, consumers are turning more than ever to broadband for work, education and entertainment,” said Mark Trudeau, CEO and founder of OpenVault. “As they discover that their current service bundles or their home networks don’t support their increased needs, they’re turning to operators to resolve newly-discovered issues. Our suite is designed to keep field techs out of harm’s way while they optimize online experiences, improving public safety and consumer satisfaction.”

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