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Switzerland's Largest Independent Telco Chooses SupportSoft for DSL Service Automation
SupportSoft, Inc., a provider of Real-Time Service Management (RTSM(TM)) software, announced that "sunrise," an independent full service provider of telecommunications services in Switzerland, has selected SupportSoft SmartAccess(TM) and SupportSoft Service Automation Suite(TM) software to automate broadband installation and ongoing support for its sunrise DSL and dial-up Internet subscribers. sunrise is a full service provider of fixed network voice, Internet, and mobile services with 2.2 million customers.
By selecting SupportSoft SmartAccess, sunrise can automatically determine if a subscriber's computing system qualifies for a high-speed or dial-up connection and enable the customer to self-install their Internet service.
sunrise customers can now also benefit from the SupportSoft Service Automation Suite. The software provides a knowledge-enabled self-service solution that can automate the resolution of common problems. And, if an issue can't be solved through self-service, the SupportSoft Service Automation Suite can help sunrise customers by seamlessly escalating them to a customer service representative (CSR) via the telephone or online chat, where the problem can be quickly solved through assisted-service. In all cases, SupportSoft software provides the built-in intelligence and multi-channel support tools to help make customer service faster than ever before, because critical information about a subscriber's computing system and related problem is automatically captured and leveraged throughout the service process -- whether the customer is on or offline.
"At sunrise, customers are our most valuable asset. Our responsibility is to provide them with a great Internet experience and equal value in the quality of service we provide to them," said Dave Durrant, Director Customer Care Operations of sunrise. "SupportSoft service automation solutions can assist sunrise in helping its customers get even more from their relationship with us, starting with a quicker connection to the Internet when they begin their service, and continuing through receiving better and faster answers should they have questions in the future."
"sunrise is the only independent full service provider in Switzerland which can offer both its residential and business customers integrated telecommunications solutions all from a single source," said Mark Forrest, vice president and managing director of EMEA operations for SupportSoft. "The best way to reliably scale to meet increased demand for services enabled by a high speed network is to build service automation directly into the installation and customer support process. The SupportSoft Digital 3600 product vision can serve as an integral foundation for future value-added services, providing service providers with both a network and customer premises view to assist in proactively resolving issues or handling them more efficiently when they do occur."
