Verizon is now providing its FiOS customers with direct access to an application that performs many of the same setup, management and troubleshooting functions that previously required assistance from a help desk representative. Back-office systems and information resources have been integrated to create a tool that operates with point-and-click simplicity to perform functions like configuring a new PC to work on a home Wi-Fi network, setting up e-mail accounts, and automatically fixing Internet access or video problems.
The Verizon In-Home Agent leverages the unique capabilities of the Verizon FiOS network to provide help with support issues — within a single application — for Verizon FiOS customers. The home network connects the PC, broadband home router, set-top box and TV in FiOS-enabled homes and links to various Verizon operating systems and information resources.
In addition to the In-Home Agent, Verizon also has introduced a series of “quick codes” on the TV screen that, when utilized, can quickly identify and resolve a customer’s FiOS TV problems or subscribe on the spot to many video options. For example, customers who get a “channel not available” or other on-screen message are given instructions on how to restore or establish service: They dial a toll-free number, enter a four-digit code, both of which appear on the screen, and the networked systems can either authorize service on the channel or provide instructions for subscription or restore the channel by cross-checking the customer’s account.
Later this year, subscribers will be able to initiate the support inquiries and solutions by just pressing a button on the FiOS TV’s remote control, eliminating the need to make a phone call.
http://www.verizon.com
