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Sigma's Advanced Diagnostics Manager Wins Best OSS Product Award from Cable & Satellite International
London, UK/ Toronto, ON -- May 26, 2004 - Sigma Systems, (www.sigma-systems.com), the global leader in broadband operational support systems (OSS) announced that its Advanced Diagnostics Manager (ADM) has won the "Best OSS/ Billing/ Provisioning Solution" product of the year award in the Cable & Satellite International/Mediacast Product of the Year Awards. Cable & Satellite International is Europe's leading publication focused on the cable and satellite industry.
"We appreciate Cable & Satellite International's recognition of our industry leading ADM product," said Tim Spencer, President and COO, Sigma Systems. "This award is the culmination of working extensively with call center staff, at various large and small scale service providers internationally, to understand their issues. It provides a next generation trouble shooting and diagnostic platform that addresses call centers' current and future requirements across all lines of service. This product will dramatically improve the effectiveness and productivity of customer service representatives in call centers within cable, satellite and emerging market service providers."
Sigma Systems' Advanced Diagnostic Manager is a script-driven diagnostic application targeted at the needs of call centers that handle subscriber service problem calls for data, voice and video services. Each service diagnostic script defines a step-by-step process for categorizing, troubleshooting and resolving service issues experienced by subscribers. Each step in a diagnostic script can incorporate automated tests, questions or information for the subscriber, and rules used to determine the next best step in the process based on test results, subscriber answers and other available information. It enables call centers to optimize processes for customer service representatives to correctly diagnose and rapidly resolve service problems.
The solution's benefits include:
- Simplification, automation and optimization of the diagnostic process to substantially reduce call handle times and training costs, while delivering improved customer experience
- Increased rate of correct diagnosis on the first call, to avoid the costs of unnecessary truck rolls, CPE swaps, repeat calls and incorrect escalations
- Extensive management information, easily analyzed to optimize diagnostic processes, coach CSRs, identify problem trends and problem reduction programs and to better target routine network maintenance activity
- The ability to offer self diagnostics for call avoidance and remote testing by installation and repair technicians, ensuring service is working properly before leaving the customer's site
The Cable & Satellite International/Mediacast Product of the Year Awards is organized by Cable and Satellite International in conjunction with Mediacast Exhibition, recognizing excellence in broadband technology. There are 16 award categories covering the best products and services announced or deployed during the preceding 18 months. The awards judges include some of the most respected analysts, consultants and broadcasters names in the cable and satellite industry.
"The OSS/billing/provisioning category is always hard fought but I think Sigma's Advanced Diagnostics Manager is a worthy winner for 2004, given the direct and immediate customer benefits it offers," said John Moulding, Editor, Cable & Satellite International. "Now that network builds are being completed, managing the services delivered over these networks is becoming increasingly important. The OSS space is a very exciting one, and one which deserves to receive increased attention."
About Sigma Systems
Sigma Systems is the premier provider and leader in the design, development and deployment of OSS service management solutions including the creation, management, provisioning and diagnosis of broadband services. Our OSS portfolio of products are the most configurable, adaptable, scalable and reliable in the market place today - where operators can readily deploy with confidence based upon our vast commercial experience. With more than 8 million subscribers under management worldwide, Sigma Systems is a global leader, recognized in providing the finest solutions in multi-service service management solutions for cable operators. Sigma's comprehensive capabilities include support for multi-vendor, multi-service networks including Packet cable telephony, SIP telephony, GR303/V5.2 telephony, cable and satellite high-speed internet, ISP services, wireless 1x, 2.5G/3G infrastructures, and advanced set-tops. Additional information about Sigma Systems can be found at www.sigma-systems.com.
About Cable & Satellite International
Cable & Satellite International is the leading technology magazine for the cable, satellite and broadcast sectors. Targeting board-level executives, senior technical management and technicians/ engineers, we report on the standards, technology trends and products that shape this market, monitor the activities of network operators, and keep readers informed about the finances and activities of key suppliers. Our editorial focus is on the practical application of technology to current and future business needs.
For Sigma Systems:
John Sacke
Sacke & Associates Inc
416.493.5723 ext. 201
johns@sackepr.com
www.sackepr.com
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