Questions
How long does it take for Front Line to pay for itself
When will Front Line be available for purchase?
How long will it take to have Front Line customized to my environment?
What intellectual property exists in Front Line?
What is Front Line?
As a fundamental, our application called Front Line is designed to reduce the number of inbound calls that hit your call center. We have found, as I am sure your group has as well, that most of the calls that come in really have little to do with the service you are providing and focus more on desktop issues. As subscribers encounter PC or home network related problems the impression is that they can not effectively use your data or video service. Calls are generated for you to resolve that are really not your problem but you are forced to try to resolve the issue in order for your subscriber to feel as if they are able to use the service they purchase from you. Front Line is designed to allow the subscriber to repair most common desktop/network related problems by offering the following to the subscriber via our desktop software client:
1) intelligent last known good configuration restore points based on impacted subsystem (ie only restore the effected area rather than the entire operating system)
2) ability to quickly add new e-mail accounts to the installed e-mail client software without having to wade through unknown or foreign option settings in the actual e-mail client software
3) perform configuration repair (ie DHCP release and renew function automatically when no IP is present on the device)
4) make recommendations to the subscriber on how to easily resolve the detected problem in a step by step manner. (this avoids your CSR’s from having to do the same over the telephone)
We have seen a reduction in call volume of up to 38% when Front Line is installed across your user base and that adds up to substantial savings.
For those calls that still come into your call center, we have designed Front Line to be able to dramatically reduce the call handle times, even when there is no connectivity into the home. We have seen that call handle times get very long when CSR’s have to probe the subscriber for environmental details such as:
1) What OS is on your machine
2) What is the processor speed
3) How much hard drive space do you have
4) Is the PC part of a network (something that subscribers routinely do not tell the truth about)
5) How is the PC connected to the network (Ethernet, wireless etc)
6) What patch version is the OS and browser
7) Does the PC have an IP address or are your PPPoE settings correct
These are questions that your CSR’s need answers to in order to simply begin troubleshooting an issue and are questions that most subscribers do not readily have answers for, forcing your CSR’s to walk the subscriber though a time consuming ‘click here read me that” process. Front Line does a suite of tests to determine the details as noted above, then rolls the results though an algorithm to present a system status ID to the subscriber in our interface. This system status ID can then be read to a CSR over the phone. Once the CSR has the system status ID, he/she can input that into our CSR console on their desktop to have it decoded. Once decoded, the CSR is presented with a graphical view of the subscribers environment including the network topology. This allows the CSR to have an instant and FULL view of the inside of the home. The CSR console will then provide the CSR with recommendations on how to resolve the detected problem. Having the CSR console make these recommendations is critical in ensuring that your CSR staff will all begin to solve similar problems in a similar fashion and allows the call to stay at a lower level in the process (ie less calls get escalated to a more technical rep). Your CSR’s can now have all the information they need to begin resolution in a matter of less than a minute as compared to 10-15 minutes without the use of Front Line. You will also be able to gather important home networking details without ever asking the subscriber for the detail as the network details are provided in the system status ID.
Having the ability to see inside the home, even without connectivity, allows you to avoid up to 30% of your truck rolls. No longer will you need to roll a truck to simply get a ‘set of eyeballs’ into the home; everything is sent to you for interpretation via the system status ID.
We are currently working on several new modules for Front Line that include support for IP based video set top boxes as well as VoIP. Given the fact that Front Line is designed as a framework and plug-in architecture, we can easily add new functionality to the product via very lightweight .dll files that update every installed copy of Front Line in your network. This update functionality also allows your marketing group the ability to push new offers to the entire subscriber base as frequently as they desire.
Our configuration builder allows your group to fully customize the look/behavior/and functionality of Front line in a matter of less than an hour. Once your technical staff have completed the wizard, you will have a fully customized version of the product to begin deploying. There is no situation where it will take days or months to get ready to deploy and there are no additional professional services required to get the product customized, you do it all yourself in a matter of less than an hour.
We have implemented an industry standard, and well documented, XML SOAP API that will allow you to easily integrate with currently installed applications. We also provide a documented SDK (software development kit) that will allow your engineers to write applications into our framework.
There is much more to discuss here but this should give you the quick version of how we can save a great deal of coveted OPEX dollars. We would be very happy to do a full demonstration with your team as well as complete a specific and targeted ROI for you using your own call center data.
How long does it take for Front Line to pay for itself?
Most ROI calculations have shown that Front Line pays for itself in less than 4 months. If your would like to have a targeted ROI completed for your specific operation please send a request to info@v1labs.com
Who can use Front Line?
Front Line can help operators that offer any type of ISP services as well as operators delivering video services over IP networks. Dial-up providers, broadband providers, and wireless providers will all benefit from Front Line
When will Front Line be available for purchase?
Front Line is currently shipping and available for purchase. If you want to evaluate Front Line please make a request to info@v1labs.com
What languages are available?
Front Line is designed with full multi language support
How long will it take to have Front Line customized to my environment?
v.1 Labs provides a wizard style configuration builder that will allow you to fully customize the application in less than an hour. Your customized version of Front Line can be immediately deployed to your subscribers following the completion of the wizard.
What intellectual property exists in Front Line?
Currently v.1 Labs is filing 8 US patents