SupportSoft enables Airtel to make broadband simpler

BANGALORE, INDIA: SupportSoft Inc., a provider of software and services that make technology work, announced that Bharti Airtel Ltd has successfully rolled out three new services to its Airtel broadband customers using SupportSoft software.

Bharti launched these services under the “NetXpert” brand, offering 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 is using SupportSoft SubscriberAgent software to provide Airtel customers with the “Airtel NetXpert Agent”. Installed on each customer’s personal computer with their permission, SubscriberAgent’s built-in software intelligence can help diagnose problems and provide automated resolutions to top issues that the subscriber may experience, including possible connectivity, browser and e-mail related problems. 

Extending on solution, Bharti Airtel will also use the NetXpert Agent as a marketing and revenue generating tool by providing links to Bharti’s Value Added Services (VAS) as well as sending out scheduled alerts on topics ranging from new plans to billing reminders to their subscriber base.

Bharti has also rolled out the “Airtel NetXpert DTL” using SupportSoft Intelligent Assistance software, which provides a set of remote diagnostics tools to Call Center executives.  This allows analysts the ability to diagnose technology problems quickly and easily by reducing both the time consuming and manual steps involved in solving problems, leading to increased first call resolution, decreased call handling times, and decreased field visits.

Lastly, Bharti Airtel is leveraging SupportSoft’s LiveAssist software to support its “Airtel NetXpert Chat” service, whereby Airtel customers can have an online “conversation” with a Bharti customer service representative to respond to questions or issues in real time.  Customers simply click on the “Chat with an Xpert” icon on the Bharti Airtel Web site to quickly get connected to an agent, and they can save a transcript of the chat for future reference.  LiveAssist can enable a customer service representative to chat online with up to four customers at one time, helping reduce customer wait time and speed answers to subscriber questions.