GENView Assurance

GENBAND Difference

GENView Assurance is an advanced suite of analytical tools and services designed to manage service providers’ service assurance agreements by enabling the verification, validation and reporting of line and session quality issues in real time as well as tracking and swift closure of customer reported issues, ensuring rapid response and high levels of customer satisfaction.

Additionally, GENView Assurance empowers carriers to optimize their networks –technically and financially – through an enhanced understanding of network usage, network profitability, network performance metrics, and a range of mean time to repair (MTTR) reports.

GENView Assurance offers carriers a unique ability to reduce customer churn by efficiently working and communicating customer reported issues, and proactively ensuring the reliability and predictability of network operations with capabilities, including the automatic raising and closing of trouble tickets.

Benefits

Quality Assurance
GENView Assurance software and services offers service providers an extensive suite of quality metrics, Key performance indicators (KPI’s), Key Capacity Indicators (KCI’s) and quality assurance capabilities.

Customer Satisfaction
By proactively highlighting potential issues including congestion and outages, GENView Assurance enables carriers to resolve threats in real time and safeguard subscriber-satisfaction. GENView Assurance also empowers Customer Service Representatives (CSR) with the tools and knowledge base to solve many customer issues immediately while the customer is on the line without sending the problems to the next support level.

Simplified Management
GENView Assurance simplifies the management of networks through a collection of tools and monitoring capabilities focused on both enhancing the end-user experience and planning for network growth.

Service Visibility
With GENView Assurance, service providers know in real time the status of their network without having to send engineers to the field. GENView Assurance can identify patterns and highlight possible issues to CSRs in regions of the network, allowing them to provide more information when providing technical support.

Investment Optimization
GENView Assurance enables capital investment optimization by improving network efficiencies and fostering revenue growth.

Additional Features and Benefits:
Real-Time Session Manager (RSM)

• Verification, validation and reporting of line and session quality in real time for post processing
• Real-time alerting of network issues
• Mean Opinion Score (MOS)
• Reports
• Quality / QoS metrics based on end-user experience
• Profit reports

Universal Ticketing

• Significant cost reduction on operating expenses since the same staff can process more tickets
• Increased quality of experience through service availability with extremely short MTTR intervals
• Built-in workforce management system or can be linked to an existing carrier tool
• Built on open database to allow custom reports
• Permits concurrent operations on the same ticket for fast time-to-resolution
• Flexible and secure environment

Subscriber Diagnostics

• Reduce operating expenses
• Eliminates the need for in-depth technical knowledge
• Reduce the need for external test equipment
• Can be deployed in TDM, NGN and IMS environments
• Increases first-call resolution rates
• Improves customer service and subscriber satisfaction
• Eliminates unnecessary truck rolls
• Enables loop qualification and bandwidth prediction

NetOnline Portals

• Hosted Solutions with no Capex cost
• Performance and capacity monitoring
• Automated Daily Report e-mails providing element and network status
• Provisioning, Patch Level and License usage reports
• LOG and Alarm reports for quick RCA

Security

• Removes the need for operations and planners to access elements directly

Overview

GENView Assurance capabilities include:

• Quality Assurance
• Quality Metrics
• Customer Care
• Subscriber Diagnostics

Real-time Session Manager
Session-based VoIP and rich media services can place unique demands on the network. Service providers require tools to monitor service level agreements (SLAs), provide QoS metrics, and enforce subscriber and network policies for consistent delivery of services. GENView Assurance uses the Real-time Session Manager functionality to monitor, assess and report on session quality and end-user experience.

Universal Ticketing
When a customer contact is made, the customer service representative must be instantly armed with all necessary information. The GENView Assurance Universal Ticketing application brings this information together in an intuitive, concise ticket that provides system-recommended actions and tracks all touches for post-analysis to optimize operational workflow.

The Universal Ticketing module of the GENView Assurance portfolio provides unparalleled operational versatility in customer service operations. Built on three decades of experience in leading the industry’s OSS field, the core Universal Ticket platform provides off-the-shelf OSS solutions for trouble ticketing and diagnostics platform requirements.

Universal Ticketing includes an integrated Work Force Management module that delivers an automated solution in the key areas of appointment scheduling, loading, dispatching and remote access. This advanced module empowers your field technicians with the necessary tools to best control all of their tasks simply and efficiently. Essentially, your field technicians can receive or close work orders automatically without the need to contact a control center.

Universal Ticketing is a true telecom OSS developed for mission-critical mainstream call centers within the telecom industry, meeting traditional market requirements and adapting to evolving network infrastructures.

Subscriber Diagnostics
Today’s complex hybrid networks introduce many potential failure points. Pinpointing the source of a customer’s issue can be challenging.

GENView Assurance Subscriber Diagnostic service enables simplified access to testing and diagnostic infrastructure. It is coupled with expert logic to isolate the source of the customer problem and provide a recommended next step in the resolution process.
GENView Assurance Subscriber Diagnostics can be delivered across access and core networks in multi-vendor environments.

GENView Assurance Subscriber Diagnostic’s testing capabilities are designed to pinpoint faults in plain, easy-to-understand messages. The service agent can perform simple line-testing on demand from within the trouble ticket by pressing a single button or from an extensive testboard GUI.

Anyone with the proper permissions can perform a test, either from the GENView Assurance Subscriber Diagnostic client on a local computer or from the web client on a remote computer. Tests can also be automated from a list and run at predefined intervals and set up to automatically generate and route trouble reports when faults are found.

GENView Assurance Subscriber Diagnostic’s features include:

• Customer profile and neighborhood view
• Port verification and reset
• Marginal line stabilization
• Metallic verification
• Authentication and throughput
• End-to-end dashboard view from the CPE to the core network

GENView Assurance Subscriber Diagnostic ensures that Tier 1 customer service agents can more quickly and accurately understand the source of the problem, correctly route a trouble report and provide successful first-call response to customer concerns.

From POTS to SIP, from single-line service to multi-tenant hosted-IP service, end users are demanding improved quality with more flexibility and control. Forward-looking service providers can leverage GENView Assurance Subscriber Diagnostic module to reduce support costs, improve first-call resolution rates and enhance customer loyalty in today’s competitive IP service environment.

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