Jungo’s DOCSIS 3.0 Residential Gateway Solution to Reduce Customer Support Costs Now Available for Cable Operators
* The shift from simple cable modems to sophisticated DOCSIS 3.0 wireless cable residential gateways can result in a significant increase in customer support costs
* Jungo’s SCR™ (Support Cost Reduction) solution, which significantly decreases customer support costs while improving customer satisfaction, is now available to cable operators
* Jungo’s SCR solution comprises an intelligent mechanism that resides in the cable gateway, and is empowered by server-side business logic
* Jungo’s SCR helps to resolve issues automatically, provides clear troubleshooting guidance to subscribers when needed, and equips support personnel with a range of tools to quickly identify and resolve problems remotely
WASHINGTON, DC, USA – The Cable Show 2009, Washington Convention Center, Jungo Suite ES-21 – Jungo Ltd., an NDS Group company, and a leading provider of software solutions for residential gateways, announced today that its SCR™ (Support Cost Reduction) software is now available for cable operators. As DOCSIS 3.0 cable wireless gateways become widespread, more and more subscribers have access to a great diversity of complex networking services such as wireless, voice, video and data. Cable providers can find the higher support costs associated with the introduction of such new broadband services to be a real business challenge, while subscribers can become frustrated as they learn how to use them.
DOCSIS 3.0 solutions enable cable providers to build and enhance presence and service uptake within the subscriber’s multi-service digital home. However, Jungo estimates that this advanced gateway can result in increased customer support costs of as much as 40% per annum.
Jungo’s SCR solution, available today to cable providers, self-heals many problems without users even being aware of them, or suggests immediate remedies when user intervention is required, thus dramatically reducing the need for support center help. If a call to the support center is still necessary, it shortens the average support call by providing efficient interaction with the support representative using sophisticated diagnostics and remote management tools. The SCR solution is unique among other commonly deployed solutions in that it reaches the cable provider’s entire installed base. The solution is based on and works with all deployed gateway middleware and is automatically triggered upon the appearance of a problem/issue – no activation is required by the user.
The Jungo solution comprises an SCR module residing on the gateway, supported by server-side software through which new support scenarios and updates may be added without changing the gateway middleware. Cable providers using Jungo’s solution can easily and cost-effectively introduce new services while keeping operational expenses at their minimum. They can continuously respond to market trends and customer demands, placing them in a strong position to increase revenues, build customer loyalty and reduce churn. All this amounts to real savings in an operator’s support costs.
“Customer support costs can become a key inhibitor to the introduction of advanced DOCSIS 3.0 wireless gateways, and cable operators seek an inexpensive solution that can be effectively deployed across their entire installed base,” said Hadas Rozen, Jungo’s Director of Marketing. “The gateway is a unique entity that has full visibility and control of the entire home network – it facilitates two-way communication between the cable provider and the subscriber’s home, and so this is the best place to efficiently diagnose and resolve most support issues while minimizing support costs.”
Jungo’s OpenRG software for residential gateways enables delivery of innovative, usable and manageable value-added services to the evolving digital home, while minimizing the operator’s support cost and VAS time-to-market. OpenRG supports all popular home networks and access networks, and includes high-performance feature-rich VAS enablers, such as QoS, VoIP, Firewall and Remote management, as well as a growing set of value-added services. Millions of Jungo-based gateways are deployed worldwide. Operators deploying Jungo-powered gateways can rapidly and easily introduce new value added services that drive revenues and increase ARPU.
Jungo Ltd., an NDS Group company, is a provider of broadband home value-added service solutions. Jungo’s flagship products, OpenRG (residential gateway software platform) and OpenSMB™ (small and medium business gateway software platform) enable broadband operators to deliver managed revenue-generating services to the digital home.
Jungo also offers extensive connectivity software solutions for USB and PCI, including WinDriver™, a driver development toolkit that enables developers to quickly create custom device drivers that can run on a multitude of operating systems without modification, and USBware™, a complete, high-quality embedded USB software protocol stack, allowing device manufacturers to easily incorporate standard USB OTG/Host/Device connectivity in their designs.
To find out more about Jungo Ltd. and our products, please visit www.jungo.com.
NDS Group Ltd. creates the technologies and applications that enable pay-TV operators to securely deliver digital content to TV STBs (set-top boxes), DVRs (digital video recorders), PCs, mobiles and other multimedia devices. Over 70 of the world’s leading pay-TV platforms rely on NDS solutions to protect and enhance their businesses. VideoGuard® is the world’s market-leading conditional access (CA) and digital rights management (DRM) technology, currently deployed on more than 99 million active devices, and safeguarding pay-TV service revenues exceeding $40 billion. NDS middleware, including MediaHighway® which enables a host of advanced services for subscribers, has been deployed on 108 million devices. NDS DVR technology, centred around XTV™, leads the global industry with 17 million units deployed. (Deployment figures as of 31st December 2008)
Headquartered in the UK, NDS remains committed to investing in R&D with over 75% of its employees dedicated to pioneering work at development centres in China, Denmark, France, India, Israel, Korea, UK and US. NDS has also implemented a host of initiatives aimed at reducing its carbon footprint and helping digital TV subscribers reduce energy consumption.
NDS Group Ltd. is a private company owned by the Permira Funds and News Corporation. See www.nds.com for more information.
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