ETI Software Solutions is proud to announce that Reserve Telecommunications in Reserve, Louisiana, USA, has chosen ETI’s Overture OSS/ACS solution to manage customer services and devices from a single, integrated platform.
“We began our search online for a flow-through TR-069 enabled ACS platform,” explained Luke Guillory, the network operations manager at Reserve. “When we discovered that ETI’s Overture ACS not only easily controlled our devices remotely but also integrated to the OSS software to match those devices with subscriber services and locations, we recognized it as a valuable and unique product.”
The secret to the success of ETI’s Overture ACS/OSS module is the power it provides the customer service representative team to quickly diagnose and resolve subscriber-facing issues that would otherwise require a truck roll. Providers can instead streamline a vast array of functions, from installation to maintenance to customer support issues. By combining this data in a user-friendly interface, CSRs can easily shorten call times, reduce truck rolls and expedite services – leading to a better customer experience.
The ETI Overture Self-Care Portal, which Reserve will also deploy is a browser-based tool that enables subscribers to identify and fix many issues that previously required the help of a CSR. “This web-based portal grants subscribers the capability to self-manage familiar issues, such as forgotten Wi-Fi passwords, parental control adjustments and home network management without having to spend time on the phone with a CSR,” mentions Greg Gross, ETI Director of Product Management. “This increases customer satisfaction and simultaneously frees up service representatives to handle higher severity issues.”
“We are very excited to add Reserve Telecommunications to our customer list,” said Frank Gine, the president and COO of ETI Software. “We are still dedicated to our roots of helping these important rural telecommunication providers provide leading-edge technology to their customers.”
