Click on an application for more information.
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The Sigma Advanced Diagnostics Manager (ADM) is a
powerful new diagnostics application targeted at the
unique needs of the broadband service provider call
centers handling incoming subscriber service problem
calls. It leverages the service management information
and capabilities of the award-winning Sigma Service
Management Platform to dramatically simplify and speed
service diagnostics. It provides an intelligent scripted
TSR (technical service representative, i.e. a technical
customer service representative) interface with
integrated automated tests, to optimally guide the
service diagnostic interaction with subscribers, in
order to resolve service problems in the least time
possible. ADM provides a single integrated
troubleshooting tool that enables the broadband service
provider to standardize, simplify, and optimize their
processes for rapidly diagnosing and resolving
subscriber problem calls for multiple services (i.e.
high speed internet, VoIP, digital video, etc.). ADM
substantially increases the broadband service provider’s
capability to effectively support their rapidly growing,
complex suite of services, while significantly reducing
call center costs and improving the subscriber
experience. ADM can work can as a stand-alone
application, or in conjunction with the
Sigma Service
Management Platform.
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ADM is a script-driven diagnostic application targeted
at the needs of first tier call centers that handle
incoming subscriber service problem calls. The
diagnostic script defines a step-by-step process for
categorizing, troubleshooting, and resolving the
specific service problem being experienced by a
subscriber.
Each step in a diagnostic process can incorporate
automated tests, automated information retrievals,
questions, or information for the subscriber or TSR.
Rules in each step determine the next best step in the
process based on test results, subscriber answers, and
other available information. This tool enables the
service provider to optimize the process for the CSR to
correctly diagnose and resolve service problems reported
by subscribers in the least time possible.
Key features include:
- TSR Interface: The TSR interface is a simple,
intuitive web interface that presents questions or
information, and captures the subscriber’s answers.
ADM automatically determines the next screen to
present to the TSR, based on the subscriber’s answers
and test results.
- Script Designer: The ADM Script Designer provides
a GUI-based tool that enables the service provider to
create diagnostic scripts to support new services or
modify existing diagnostic scripts to incorporate
process improvements.
- External System Integration: ADM also has adapters
that allow service providers to integrate ADM with
their existing test systems, network management
systems, service advisory or trouble ticketing
systems, and other information repositories. ADM can
also directly execute external diagnostic tests when
required.
- Management Information: ADM automatically stores
the details of each diagnostic session, including the
time taken on each step. This provides a wealth of
management information that can be analyzed to
identify process problems or process optimization
opportunities, as well as to assist individual TSRs.
ADM provides some standard reports that use this
information. This information can also be used to
devise problem reduction or prevention programs.
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- Substantially shorter call handle times through
ability to simplify, optimize, and standardize the
diagnostic process, and to automatically code calls.
Call handle times can be further reduced through the
future ability to leverage IVR systems to handle a
portion of a call or to support web self-care
solutions.
- Supports new services quickly and at a lower cost
- Ability to enforce best practices for increased
first call resolution and improved customer
satisfaction
- Substantially reduced training and internal
support costs due to the simplicity and intelligence
of the ADM tool, online help, and the ability to use a
single tool to support multiple services.
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