 Research shows that up to 40% of help desk call drivers involve subscribers who “cannot connect.” Every problem with a broadband connection usually means a call to the support center, which adds up to a major expense. CyberTRUCK Validator™ is designed to reduce broadband connection related issues and activation problems. CyberTRUCK Validator verifies that the subscriber has properly completed self-installation of the broadband service, informs the subscriber of any issues, and then instructs the user on how to Self Repair connection issues or, if necessary, how to contact support for resolution. CyberTRUCK Validator also reduces the majority of common complaints, such as "email isn't working" or "Web pages are slow," by empowering subscribers to understand and manage their own connections.
CyberTRUCK Validator is a "Step 1" Solution that helps subscribers “get up and running” while promoting and reinforcing the service provider's brand and value-added services. CyberTRUCK Validator provides the following:
- Tests the Broadband Connection
- Resolves Connection Issues
- Activates Digital Services
- Provides Connection Feedback to the Subscriber
 Intelligent Connection Diagnostic Tests & Resolutions
After installation, CyberTRUCK Validator systematically tests the broadband connection to pinpoint any potential network connectivity failures. By diagnosing the connection in a logical manner, CyberTRUCK Validator can identify the cause of a connection failure and guide the subscriber to best resolve the problem.
CyberTRUCK Validator provides easy-to-follow guided resolutions that will assist even novice subscribers to resolve common connection problems. These step-by-step troubleshooting screens are fully customizable to match existing call center resolution scripts and processes. Only after all of the suggested steps has been followed without success is the subscriber directed to contact the help desk for further assistance. CyberTRUCK Validator makes both self and automated service a more rewarding experience for the subscriber by providing the right answer faster, and by connecting subscribers to the appropriate resource when necessary.
CPE Diagnostics via TR-064 / SNMP
By leveraging technologies such as SNMP, HTTP, DOCSIS, and TR-064 (LAN-Side DSL Customer Premises Equipment (CPE) Configuration Specification), CyberTRUCK Validator retrieves critical diagnostic information from the CPE. This information is used to present a red-light/green-light diagnostic that highlights problem areas and provides suggested automated resolutions. By automatically providing accurate information and probable fixes, CyberTRUCK Validator reduces the pain of the traditional trouble discovery process and accelerates diagnosis and repair.
Diagnostic Codes to Reduce Resolution Time
CyberTRUCK Validator automatically provides detailed system and diagnosis information to support professionals so they can effectively troubleshoot problems. By automating the process of gathering critical information in cases of no connectivity or where the subscriber prefers to contact the help desk, CyberTRUCK Validator helps decrease call handling times for phone-based support and increases the rate of first-call resolution. CyberTRUCK Validator displays special diagnostic codes that automatically summarize key CPE diagnostics data and any repair attempts already made by the subscriber. Translating this information into a numbered code allows the easy and accurate conveyance of this information to the help desk at the beginning of the support call. The technician can then quickly determine the course of action to resolve the problem.
Integrates with IVR Systems
When teamed with the Remote Technician server, CyberTRUCK Validator integrates with existing call center and support technologies, including ACD, IVR, CTI, voice gateway, and CRM systems. Through this integration, subscribers can use voice or Touch Tone keypad entry to transmit CyberTRUCK Validator diagnostic code to the team with the appropriate skill set for servicing the call.
Help When Automation is Not Possible
CyberTRUCK Validator automates problem detection and resolution. However, in situations where manual intervention is required, CyberTRUCK Validator displays guided resolutions that instruct the subscriber on how to resolve the issues found.
Activates Broadband Services
CyberTRUCK Validator delivers service activation capabilities that enable subscribers to opt in to IP-based service at the point of installation, without having to call a customer service representative or request an onsite technician visit. CyberTRUCK Validator can also post critical self-installation success metrics and data into back-office systems. Service providers can leverage this capability to maintain records of their subscribers’ installations or database key subscriber CPE information for future support reference.
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