UPC selects Fenavic Support Automation Platform to Deliver Proactive Service & Support

UPC selected Fenavic Suite to automate the troubleshooting process undertaken by technical support engineers at first and second line, in diagnosing service-related issues.

With Fenavic UPC reduces the number of tools and screens required to perform these trouble diagnoses. It further benefits by automatically classifying service-related issues as originating either with the customer or the operator. As a result, operators derive significant operational cost savings due to reduced diagnostics training requirements for customer and network-facing personnel.

"Having recently integrated Fenavic Suite in our support system, our organization is now able to upgrade its customer support remarkably", said B. Kenigsztein, CTO, UPC Amsterdam, The Netherlands. "With Fenavic we will provide faster, better and more efficient service across all our departments. Experience predicts that this will boost our customer loyalty and satisfaction rates."

Using Fenavic, UPC technical support groups can launch one of many pre-configured troubleshooting tests against the UPC's network and subscriber services. It queries the customer's profiles, establishing their service portfolios and quality levels. Network elements and application servers associated with the subscriber's service are tested to establish the trouble source. By checking for already-reported service outages, advisories and existing trouble tickets, and by using returned test results, Fenavic determines whether the issue is network-related (like head-end outages) or subscriber-related (like modem failure). New trouble tickets and service advisories may be created using the test results.

"We are honored to include UPC in our customer list" said Victor Traub, CTO, Fenavic. "In the past few years we have witnessed the increasing adoption of support automation by organizations of different sizes and industries. UPC understands the importance of service excellence to their customers and are leading the way in delivering, proactive, automated, support enabled by the Fenavic Support Automation Platform".