v.1 Labs Announces IPTV Set Top Box Support Module

October 25, 2006 – v.1 Labs has announced a new support module designed to help reduce the customer care burden related to IPTV service offerings.

The new tool claims to be able to help IPTV operators reduce the number of inbound calls to their call center and reduce the call handle times associated with supporting a customer with an IP based set top box in their home. This new approach to supporting IPTV customers allows operators to gather historical data from the set top box while at the same time performs self healing when required.

According to v.1 Labs, The IPTV support module leverages the field proven Front Line platform to provide one interface for operators to support IPTV, high speed internet, VoIP, and device diagnostics. Keeping the CSR desktop clean has proven to be critical in efficient call resolution. v.1 Labs Patent pending platform also claims to provide the end consumer with corrective instructions on the TV screen for issues that simply can not be resolved by software, again further reducing the likelihood that a subscriber will pick up the phone.

“Our new IPTV module has been designed from the ground up to ensure that operators have visibility into the subscriber home. Being able to gather information from the set top box on a regular basis will allow operators the ability to proactively manage the services they offer. Exception based reporting keeps network management traffic to a minimum and provides targeted data back to the operator only when required. Having the set top self heal many common problems is key to ensuring high levels of subscriber satisfaction and reducing churn,” said Mike Earle, President and CEO of v.1 Labs.