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Our Bureau

Bangalore , March 31

Airtel broadband subscribers in the city will be the first in the country to receive NetXpert, an automated customer care service. Internet service provider Bharti Tele-Ventures, in association with California-based SupportSoft, introduced to its DSL (digital subscriber line, a fixed broadband connection) subscribers a service to simplify installation and help overcome snags.

The NetXpert suite comprises three applications - Installer, Agent and Chat. With these, subscribers will be able to diagnose and solve problems without making calls to customer care agents. NetXpert is based on SupportSoft's products for real-time customer support, which are used by 38 million broadband customers outside India. Connectivity, browser and e-mail related issues are immediately resolved by NetXpert Agent, while the Installer helps subscribers install their connection without assistance. Installer also automatically detects system and network issues. It is based on SmartAccess, which allows the ISP to save on manpower as there are no longer time-consuming household visits by service technicians.

The Chat application, based on SupportSoft's LiveAssist, allows Airtel's customer service representatives to chat online with up to four customers at a time. This reduces the wait time by taking recourse to a different, widespread communication medium.

More Stories on : ISPs | Bharti Tele-Ventures Ltd

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