Brix Networks and SupportSoft have joined forces to offer an integrated solution to streamline VoIP customer service delivery and solve common issues associated with the installation and use of VoIP.
SupportSoft's Real-Time Service Management software will be combined with Brix Network's VoIP management solutions to help service providers more efficiently deployment VoIP during installation, as well as enhance customer service for households and small businesses.
The combined solutions can automate, verify, and test call quality, and provide notification of any degradation in service levels. Brix software measures VoIP threshold qualities for issues such as jitter, latency, and packet loss. This information can then be evaluated by SupportSoft software for both the network and the customer premises equipment to help diagnose and resolve the problem. This allows service providers to more quickly resolve latent issues during installation, or or more accurately pinpoint problems during future service calls.
The software can also work together to provide detailed information on service levels and network functionality, including the ability to capture a record for historical reference, to help with problem management, and quicken future problem diagnosis and resolution.
"Ensuring consistent network reliability and high quality of service contribute to a great customer experience, which is vital to the successful adoption of VoIP," David Kaufman, director of product management at Brix Networks said in a statement. "By partnering with SupportSoft, which has a pragmatic vision for automatically resolving issues both within the 'last mile' of the network and within the customer premises, the two companies will allow service providers to proactively verify the quality of a subscriber's VoIP service and, if unacceptable, isolate and correct issues in the infrastructure."