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Cable Technology Feature Article

July 27, 2011

RCN Selects IBBS' Advanced BBX Diagnostics Platform

By Raju Shanbhag, TMCnet Contributor

Looking to support its customer care and technical operations, RCN, the 12th largest residential and business cable system operator in the U.S., has selected IBBS’ Broadband Explorer (News - Alert) (BBX) Diagnostics platform.

The IBBS platform selected by RCN for its simplified interface provides RCN (News - Alert) agents a single system with which they can perform numerous 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. Allowing agents to quickly analyze data, perform diagnostics and reach resolution, the platform seamlessly integrates customer data, customer equipment performance data, network metrics and other vital information.

IBBS (News - Alert) tools and systems are designed to give broadband providers the competitive edge," said Dave Keil (News - Alert), 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 agents relied upon a number of systems and screens that resulted in call handling inefficiencies, before launching the BBX tool. Requiring some manual synthesis of customer data, agents were required to toggle between platforms and screens. Several members of the RCN management team who had prior experience with BBX realized significant value from the platform. RCN completed its transition to IBBS BBX in June in coordination with the IBBS Engineering team.

Recently, IBBS announced the acquisition of SinglePipe (News - Alert). Combined under the IBBS brand, the company will offer fully integrated voice and data solutions for cable companies that seek to expand their residential and commercial service offerings. IBBS provides advanced back office systems, technical support services and data and voice applications to cable operators, enabling them to compete, grow and win via the delivery of advanced communications solutions.

Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Edited by Rich Steeves