Consumers expect flawless WiFi connectivity—and when an issue happens, they expect Service Providers to fix it… now. Resolve is an easy-to-use software solution offering network diagnostics for root-cause analysis, automated troubleshooting, and customer education, all in a single platform.
As the industry’s leading device diagnostics solution, Resolve provides real-time home network visibility into your entire subscriber base. This allows your team to deliver effective resolutions—and an elevated subscriber experience.
Quickly determine the sources of WiFi disruptions
Transform subscribers’ smartphones or tablets into powerful probes that quickly analyze home network configurations and environments. Then, compare the results to millions of data points to identify root causes.
Standardize resolution steps for faster support processes
Guide support teams to quick and effective resolutions for WiFi issues, no matter their experience or technical ability, with clear, step-by-step resolution instructions.
Educate customers about their WiFi network.
Core provides simple explanations to educate customers on WiFi connection issues, and how they can avoid those issues in the future. It's perfect for agents who don't have a technical background.
Outpace your competition by creating exceptional customer experiences, no matter the journey.
Operate on subscribers’ mobile devices, with no customer premise equipment required.
Implement changes and upgrades quickly to adapt to changing needs with no disruption to your business or subscribers.
Leverage your subscribers’ devices for diagnostics, so your team always has the most accurate picture of what customers are experiencing.
Gain complete visibility into 100% of your subscribers’ home networks on day one, to help with quick root cause analysis and even quicker resolution.
Use standardized data to measure performance and drive exceptional customer experiences and upsell opportunities.
improvement in FCR
reduction in truck rolls
reduction in average handle time
It’s been great to see customers empower themselves with the RouteThis platform to resolve issues without calling in...we’ve seen our self-help stats increase from a steady growth of 25% to now over 70% usage; it’s been and continues to be a fantastic tool that our customers can use and, in many instances, alleviates the need for any onsite visits.
The diagnosis and information that we’re getting back from RouteThis is really strong; it’s very detailed information. It could eliminate up to an hour’s worth of time for a customer support agent on a call. And that means we’re freeing up agents to take on more calls and deal with more issues. In turn, we don’t have to employ as many agents.