Bharti Airtel selects SupportSoft’s soln

BANGALORE, INDIA: SupportSoft Inc., a provider of software and services that make technology work, today announced that Bharti Airtel Limited has selected its ServiceGateway solution for broadband provisioning and activation.

Bharti offers India’s first ever-automated broadband self-care technology including automated installation and enhanced customer care to its approximately two million broadband subscribers across India.

Bharti will use SupportSoft ServiceGateway software to provide Airtel customers with “NetXpert Installer,” which helps subscribers to quickly and easily self-install their broadband Internet service.

Through use of ServiceGateway, Bharti aims to shift from assisted installation for all broadband subscribers to nearly 100 per cent subscriber self-installation, SupportSoft said in a release.

Srinivas Rao, chief marketing officer, Airtel Telemedia Services, said, “Automated support systems like these will simplify user experience of broadband technologies and improve the quality and consistency of service support that will engender a positive sense of expectation and perception of our services.”

Bharti Airtel will also use ServiceGateway to enable customer service representatives to remotely troubleshoot customer premise equipment (CPE) problems reducing the need for service calls and on-site visits.

These support capabilities have been completely integrated with Airtel’s eCRM solution, provided by Oracle, to provide a comprehensive and automated self-care solution.