Tech support for ISPs
Operators owning customer relationships but no network
Built for your ISP operations
You own the customer relationship but not the infrastructure. A fault can sit at any point across a chain of systems belonging to different parties. Without real-time visibility across all layers, every support interaction starts with a guess: open a wholesale portal, raise a ticket and wait. The Future Connections’ solution enables the delivery of premium technical customer support by providing the diagnostic capability of an integrated operator. It queries live network data from your wholesale carrier and correlates it with CPE state and customer context. It then takes or recommends the right action without manual coordination, improving customer experience.
Your pain points
No unified diagnostic view across carrier and CRM
Increase of
support cost with subscriber base
Wholesale tickets opened for resolvable issues
High risk of
SLA breaches for business customer
High risk of
residential customer churn
Solution capabilities
Cross-domain
fault isolation
Wholesale
carrier intelligence
Agent assist &
customer self-service
Intelligent
wholesale ticketing
Measurable results
Cost per interaction falls as volume grows. Automation handles the majority of contacts without specialist staff
The fault layer is identified immediately, requiring fewer unnecessary escalations to carrier helpdesks or field engineers
More customers are supported as you grow without continuously expanding support teams. The automation rate increases with scale
Faster resolution and proactive communication directly improve customer experience and reduce churn for residential customers and SLA exposure for business accounts, while improving NPS
Practical operational impacts
Fibre fault
triage
Automatic identification of issues’ origins in-home, in provisioning or
in the wholesale access network, before any ticket is opened
or field engineer dispatched
Broadband
activation support
Reduction of activation-related tickets and improvement of new customer onboarding. Automated diagnostics guide the customer through setup without
agent involvement
Wholesale
coordination
Streamline communication with wholesale infrastructure providers. Auto-created tickets with
full diagnostic context, tracked status, with no manual
back and forth
Quick time
to market
Fast launch and
easy management of high-quality customer technical support
without significant investment
of time and money
L1 & L2
support automation
Automation of repetitive troubleshooting workflows, handling more volume without expanding your specialist
support team
Business customer
SLA management
Surfacing of SLA tier and obligations alongside the diagnosis for enterprise subscribers, so agents always have the commercial context, not just the technical one
Proactive outage
communication
Detection of wholesale carrier incidents and automatic information of affected customers, reducing inbound call volume and improving perceived service quality during outages
Knowledge base
creation
Replacement of old
and fragmented knowledge base highly dependant on human intervention with a secure, complete, up to date
and future-proof one