Motorola Raises the Bar with Web based Support Software for Broadband Service Operators
New version of Motorola eCare software helps provide productivity gains and efficiencies for technical support agents while helping to improve incident resolution and customer satisfaction.
Orlando.– Taking new steps to help better the quality and efficiency of customer care offered by broadband service operators, Motorola, Inc. (NYSE: MOT) today announced a new version of its trusted web-enabled support software, eCare. Built on eCare’s cross-platform functionality for both Windows and Macintosh systems, eCare 5 takes web-enabled customer support to the next level with a more intuitive and unified application interface.
Motorola eCare is a web-enabled interactive support solution that enables technical support staff to reach out over the Internet and resolve customers’ problems through the end-user’s desktop. The eCare 5 solution helps enable technical support agents to effectively resolve customer incidents through a single console that implements an advanced multiple trouble ticket interface. For the carrier class technical support agent, this innovation helps ease the servicing of multiple open tickets, limiting the duration of the support session and helping to improve the agent and customer experience.
“The rapid expansion of broadband services and related network devices has resulted in greater demand for remote support solutions designed to go deep into the subscriber’s home network for faster problem resolution. Motorola is pleased to offer eCare, a strong field proven web based support solution that enables service providers a cost effective and secure way to resolve complex incidents through their subscriber’s PC or Mac, further helping to improve customer retention and their bottom line.” said Alan Lefkof, corporate vice president and general manager, Motorola Broadband Solutions Group..
Available as either a licensed server or hosted solution, Motorola’s eCare scales easily and affordably within any service provider’s help desk environment and budget. With Motorola’s product training and ongoing support options, carriers will enjoy the benefits of eCare within the shortest possible time.
Motorola will showcase all of the benefits of eCare version 5 at both the SCTE Cable Tec Expo 2007 show - June 19th-22nd in Orlando, Florida, booth #1378, West Hall and at NXTComm 2007 show - June 19th to 21st in Chicago, Illinois, booth #2831, McCormick Place, South Building-Hall A.
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