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Sigma's Advanced Diagnostics Manager Is Finalist In Best OSS Product Award from Communications Technology
Toronto, ON -- June 10, 2004 - Sigma Systems, (www.sigma-systems.com), the global leader in broadband operational support systems (OSS) announced that its Advanced Diagnostics Manager (ADM) is a finalist in the Best OSS Product Category in Communications Technology's 2004 Readers Choice Awards.
Communications Technology's Readers' Choice is an annual awards program that honors the industry's most innovative new products. Companies exhibiting new products at the SCTE's Cable-Tec Expo are eligible for nomination. A panel of industry engineers serves as judges and narrows the nominees down to a list of finalists. Communications Technology subscribers and attendees at SCTE's Cable-Tec Expo, June 15-18 in Orlando, Florida, will select the winners.
"It's quite an honor to be selected as a Readers' Choice finalist," said Jerry Gunderson, publisher of Communications Technology. "It means that the leading technical minds in the business see the potential for these products to improve the performance of today's HFC networks and help generate new revenues for cable operators."
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
"Communications Technology's recognition of our industry leading ADM product is tremendously valuable," said Tim Spencer, President and COO, Sigma Systems. "This nomination is a result of our extensive work in the call centers of broadband service providers internationally. Our ADM provides a next generation trouble shooting and diagnostic platform, addressing call centers' current and future requirements across all lines of service. When deployed, ADM will dramatically improve the effectiveness and productivity of customer service representatives in call centers within cable and emerging market service providers."
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.
For Sigma Systems:
John Sacke
Sacke & Associates Inc
416.493.5723 ext. 201
johns@sackepr.com
www.sackepr.com
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