Certa Service Reliability Solutions

Service reliability is crucial to the success of cable and broadband operators. CertaLogic’s Service Reliability Solutions Suite helps cable and broadband operators improve their outage management efforts and customer satisfaction. Designed specifically for cable and broadband operators, the suite today includes the Certa Outage Management System application. By leveraging the unique benefits of the underlying Certa Platform, Certa Outage Management System enables company-wide information integration, access, quality, and consistency, and provides the appropriate additional context for improved operational business insight.

Certa Outage Management System

Most customers will say that no matter how long a network outage lasts, it lasts too long. Unfortunately, the majority of cable and broadband operators lack the needed visibility to critical information to minimize downtime – with critical information dispersed throughout the network, it takes a significant amount of time to pinpoint the cause and location of an outage. The customer satisfaction issue is exacerbated by the inability of call center representatives to provide customers with an explanation and a timeframe for service restoration. The result is dissatisfied customers who often end up disconnecting their service and signing up with a competitor.

Certa OMS helps cable and broadband operators improve the management of dispatch operations – from trouble call entry to complaint resolution – so they can reduce restoration time and improve operational efficiency. With Certa OMS, operators can access and integrate information from systems throughout the company to help quickly pinpoint the cause and location of an outage and ensure employees throughout the organization are on top of the situation. Certa OMS is designed to enable cable and broadband operators to access information from cable modem termination systems that helps pinpoint an outage precisely. With ready access to accurate outage-related information, cable operators can significantly reduce the duration of outages and resolve customer complaints more rapidly.

A number of unique features distinguish Certa OMS. Cable and broadband operators can simultaneously manage multiple network objects, such as as-built and as-designed, and symbology automatically changes when an object meets a user-defined condition. By capturing comprehensive network information related to connectivity, Certa OMS helps users determine precisely which customers are affected by an outage and where to send a crew to fix it.

With Certa Outage Management System, cable and broadband operators reduce operational costs, increase customer satisfaction, and decrease customer churn.