PacketFront, the world leader in open access FTTH technology and next generation broadband aggregation, has announced at SUPERCOMM 2005 the launch of its pioneering online helpdesk application for triple-play networks. The Helpdesk Management Tool (HMT) is a series of web-based integrated modules specifically designed for complex triple-play environments, the main purpose of which is to reduce issue resolution time by empowering both end-users and network operators to solve problems quickly.

HMT is an extension to BECS(TM), PacketFront's unique control and provisioning system, an automated broadband solution purpose-built for fulfilling the requirements of triple-play capable networks. HMT is composed of a series of integrated modules that function as a single system, thus providing maximum flexibility for service providers, and simplifying the task of setting up helpdesk applications.

HMT communicates with the BECS Subscriber Management Tool (SMT) database, where information about each end user, such as name, address, billing ID, network username and service subscription, is maintained. This enables customer service personnel to have all relevant user details immediately to hand and also have visibility into what the problem might be. HMT also offers central management of helpdesk services for all end users, even if they belong to physically different networks with different configuration requirements and service parameters.

HMT gives customer service personnel the ability to ascertain the status of the customer's port in the network and see information about data rate, possible problems, connected units and IP addresses. If the customer has PacketFront Device Protocol (PFDP)-enabled Customer Premises Equipment (CPE), information about every port such as connection speed, duplex, MAC address, data rate and subscribed multicast groups can also be viewed. As a result, costly and time-consuming home/premises maintenance visits are minimised, as more problems can be resolved via the HMT interface.

"Getting customers to sign up to services on triple-play networks is only part of the challenge for operators and content providers - they also need to retain those customers by providing the right level of support," said Martin Thunman, CEO of PacketFront. "If end-users experience faster problem solving, it is likely that their loyalty to the service, and ultimately their profitability to the service provider, will increase. HMT also reduces both customer-service troubleshooting time and unnecessary maintenance visits to the home - this adds up to a significant cost-saving for the operator."