Airtel Broadband & Telephone Services, India's largest DSL broadband service provider and the country's largest private telephone service provider, today launched Airtel NetXpert for its broadband customers in Bangalore. Brought to India for the first time, Airtel NetXpert leverages the automated broadband bare technology from SupportSoft.
Bangalore, India's IT capital, is the first Airtel Broadband & Telephone Services market to receive the product. Airtel NetXpert will be launched in other markets in due course. The application will be made available to all Airtel broadband subscribers free of cost.
Ashok Waran, Vice President, Engineering and Services, SupportSoft, India said, "We have launched the product in Karnataka in the first phase. The phase two will see an all India rollout of the same. The Airtel NetXpert solution is based on technology from SupportSoft. The technology uses the HTTPS and SSL layer connections the same level of security Banks in India deploy for netbanking transactions. Bharti's selection of SupportSoft software is a milestone for Indian broadband subscribers, who can receive the same service automation benefits currently within reach of 38 million high-speed data customers around the globe."
Airtel NetXpert is suite of three services Airtel NetXpert Installer, Airtel NetXpert Agent and Airtel NetXpert Chat, which are set to redefine the broadband experience for customers. Airtel NetXpert will help customers in speedy installation and activation of broadband connection on their PCs. It will also diagnose both system and network issues. Importantly, NetXpert will offer Airtel broadband customers intuitive tools to diagnose and repair problems themselves.
Airtelbroadband subscribers will be provided with Airtel NetXpert Installer, which incorporates SupportSoft Smart Access software that helps subscribers to quickly benefit from their new broadband connection. According to the company sources, Airtel NetXpert Installer can automatically determine if a customer's computing system qualifies for a high-speed connection and enable the customer to easily self-install their
broadband Internet service.
With Airtel NetXpert Installer subscribers can reduce time-consuming, household installation visits by Airtel service technicians or lengthy subscriber calls to customer service representatives for assistance. Through use of Airtel NetXpert Installer the goal is transition from assisted installation for all broadband subscribers to nearly 100%
self-installation.
"Airtel NetXpert Agent" based on SupportSoft Subscriber Agent software can help diagnose problems and provide automated solutions to top issues that the subscriber may experience, including possible connectivity, browser and e-mail related problems. As a result, customers can immediately resolve issues when they occur versus requiring assistance via the telephone.
With the Airtel NetXpert Chat service, Airtel broadband customers can have an online "conversation" with Airtel customer care executives to respond to questions or issues in real time. Airtel NetXpert Chat can enable a customer service representative to chat online with up to four customers at one time, helping reduce customer wait time and speed answers to subscriber questions.
On the occasion, Prem Pradeep, CEO, Airtel Broadband & Telephone Services, Karnataka, said, "At Airtel, our motto is Customer Delight. With Airtel NetXpert, we have once again raised the bar for broadband service in India by offering innovative, new customized service automation solutions to help enhance the Airtel Broadband customer experience."
Reportedly, the technology for Airtel NetXpert from SupportSoft is globally accepted, used and verified service to troubleshoot and solve Internet connectivity related problems, and is being successfully used by over 38 million broadband customers, worldwide. Broadband penetration in India is fast growing and as per TRAI figures there are over one million broadband users in the country.
