ATLANTA & PRINCETON, N.J.--(BUSINESS WIRE)--IBBS, the leading provider of voice and data services for Tier 2 and 3 broadband providers, today announced that RCN, the 12th largest residential and business cable system operator in the U.S., has launched IBBS’ Broadband Explorer (BBX) Diagnostics platform to support its customer care and technical operations. The system has been deployed into RCN's two major call centers giving customer care, tech ops and dispatch personnel streamlined tools and deeper insight into network operations.
RCN selected the IBBS platform for its simplified interface that gives RCN agents a single system from which to perform a variety of customer care functions in serving its 325,000 broadband customers. The BBX platform provides a rich data stream that is easily accessed from a series of integrated, color-coded screens. The platform seamlessly integrates customer data, customer equipment performance data, network metrics and other vital information that allows agents to quickly analyze data, perform diagnostics and reach resolution.
Before launching the BBX tool, RCN agents relied upon a number of systems and screens that resulted in call handling inefficiencies. Agents were required to toggle between platforms and screens which required some manual synthesis of customer data.
“Deployment of the IBBS BBX Diagnostics platform provides RCN agents with superb functionality and will have a far-reaching, positive impact on our operations,” said Jim Holanda, RCN chief executive officer. “Most importantly, this tool will contribute to improved customer satisfaction as we’ll be able to more quickly troubleshoot and reach resolution via a succinct toolset. As a competitive broadband provider, we know that the customer experience, along with a strong bundle of services, is a key differentiator. IBBS BBX will help us to achieve our mission."
Several members of the RCN management team who had prior experience with BBX realized significant value from the platform. Their first-hand experience with BBX's capabilities led them to introduce and integrate the platform into RCN call center operations. With deployment of BBX Diagnostics, RCN will derive several benefits including:
Improved first call resolution – Improved diagnostics directly translate to faster call resolution and reduced call handle times. RCN selected BBX Diagnostics to help drive down costs and enhance the customer experience. IBBS has deployed the BBX Diagnostics tool in its own Cartersville, Ga. call center resulting in 78 percent first-call resolution rate and a 7 min / 38 second call handle time – both of which are top scores when comparing all industries and computer software. RCN seeks similar results in call handling and agent performance.
Rapid customer service representative training – The IBBS BBX streamlined interface takes new agents from training to the frontline faster. The integrated, color-coded screens are simple to learn and navigate. Training time and costs are diminished by reducing time spent in 'swivel chair' between screens and applications.
Improved customer satisfaction – RCN expects to realize improvements in customer satisfaction. With a reliance on a single, robust diagnostics system, customers will move through the call queue faster and reach accurate resolution the first time they call. First-call resolution also contributes to fewer costly truck rolls for issues that may be resolved remotely.
"IBBS tools and systems are designed to give broadband providers the competitive edge," said Dave Keil, chief executive officer of IBBS. "Our streamlined, powerful BBX platform offers a robust data view that advances operations, improves performance metrics and builds the bottom line. We're pleased to support RCN in their pursuit to provide a superior customer experience – both with our premier tools and with our professional services teams that are committed to RCN's success."
RCN completed its transition to IBBS BBX in June in coordination with the IBBS Engineering team. The companies worked collaboratively to rapidly test and deploy the platform so RCN could take advantage of BBX capabilities. The transition has led to early gains and measurable improvements.
[NOTE TO JOURNALISTS and EDITORS: Screen shots of the IBBS BBX Diagnostics platform are available to illustrate the interface.]
About IBBS
IBBS provides fully-integrated data, voice and technical support services to broadband providers to simplify their delivery of advanced communications into residential and commercial markets. The company’s technology and expert approach to service provide an unmatched customer experience and measurable ROI for the providers it serves. IBBS customers leverage the award-winning proprietary BBX operational support system to launch services and seize marketplace opportunities while relying on the company’s NOC, engineering team and world-class Technical Support Center to drive profitability and delight end users. For its business vision and market success, IBBS was named a Top 50 American Telecommunications Firm by Inc. Magazine in 2008. In 2010, IBBS was named one of Georgia’s ‘Fast 40’ Growing Companies and included in Inc. 5000 list of America’s fastest-growing private companies. IBBS is headquartered outside Atlanta with regional offices in Vancouver, Canada; Lexington and Louisville, Ky.; and Cartersville, Ga. Learn more about IBBS and its service portfolio at www.IBBS.com.
About RCN
RCN Telecom Services, LLC (www.rcn.com) is a privately-held competitive broadband services provider delivering all-digital and high-definition video, high-speed internet and premium phone services to residential and small-medium business customers. RCN's primary service areas include Washington, D.C., Philadelphia, Lehigh Valley (PA), New York City, Boston and Chicago.