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CEMPRESSO: Next-Generation of Automated Diagnostics and Guided Troubleshooting

CEMPRESSO is a new-concept solution for customer support automation and knowledge management. It provides automated diagnostics and step-by-step guided troubleshooting of all telecom services. It is used by all types of CSPs, irrespective of the access infrastructure – xDSL, cable, FTTx, mobile, etc. CEMPRESSO is integrated with all telecom OSS/BSS systems. It provides end-to-end visibility of the entire network, encompassing all infrastructure elements involved in service delivery.

How CEMPRESSO Works

CEMPRESSO Provides Powerful and Comprehensive Diagnostics and Troubleshooting Tools

CEMPRESSO sits on top of a telecom operator’s infrastructure. It is based on a carrier-grade scalable, multitenant architecture and integrated with all elements involved in the service delivery, including customer devices.

Its unique domain approach enables the flexibility to be used as a comprehensive end-to-end service assurance platform or as a management tool for specific network elements.

The powerful analytics module leverages abundant information embedded within customer care sessions and the associated workflow steps to improve customer support processes.


Agent-Assisted Care: Easy-to-use, intuitive customer support agent dashboard with step-by-step guidance. Automated troubleshooting workflows lower requirements on skills of CSR and technical staff.

Self-Assisted Care: Self-service web and mobile GUI empowers subscribers and offloads customer support center.

Proactive Care: Proactive collection and analysis of data from various network elements. When possible, issues are resolved before customers become experience service problems.

CEMPRESSO Is Optimized for Simultaneous Use by Different Types of Users and Organizational Units

SINGLE SOLUTION ACROSS MULTIPLE CHANNELS


  • Customer support agent dashboard with step-by-step guidance
  • Subscriber self-service web and mobile application
  • Field technician troubleshooting via web and mobile consoles
  • Interactive voice response (IVR) call center application
  • NBI interface for integration with other OSS/BSS systems


SINGLE SOLUTION ACROSS ALL SERVICES AND DOMAINS


  • Support for multiple technology domains – xDSL, DOCSIS, FTTx, mobile, VoIP, IPTV, etc. Flexible dashboards and interfaces with appropriate sets of diagnostics tools and widgets
  • Multitenant support: different organizational units share the same platform. Each in its own, separated administration and security context

CEMPRESSO Automates Complex Troubleshooting Processes

CEMPRESSO‘s unique workflow engine for implementation of business process logic automates the customer support process


  • Automated troubleshooting workflows (scripts) are easily created and managed in an intuitive drag-and-drop interface

  • Customer support agents are guided step by step towards resolution of customer problems

CEMPRESSO Brings to Operators Tangible Benefits and Fast ROI

CEMPRESSO delivers a superior customer experience – key to retaining and increasing revenue – while letting operators significantly reduce customer support related OPEX.

LOWER COST


  • Lower number of incoming calls
  • Lower number of repeated faults and complaints
  • Shorter call handle times (AHT)
  • Higher first call resolution rates (FCR)
  • Fewer escalations to technical expert teams
  • Fewer field service dispatches / truck-rolls
  • Reduced number of unjustified CPE replacements
  • Lower customer support personnel training cost

INCREASED REVENUE THROUGH SUPERIOR CUSTOMER EXPERIENCE


  • Greater customer satisfaction and retention
  • Lower customer churn
  • Upselling and cross-selling of new services enabled by superior customer experience