ServiceVerify Pinpoints Exact Cause Of Network Trouble At Failed Point Of Entry

SupportSoft, which specializes in realtime service management (RTSM) solutions, has announced a partnership with Brix Networks to bring to the table a software application called ServiceVerify 2.0 that should better streamline VoIP customer service delivery. RTSM enables service automation for triple-play services, whether they are VoIP, video or data.

SupportSoft is partnering with Brix, a provider of realtime performance management technologies that allow large companies to build and manage their VoIP services. The alliance between the two companies will provide solution providers that conduct triple-play service installations with access to a tool that will provide data at the failed point of entry. This means if a service technician needs to resolve a problem with a customer's high-speed data service connections, the software will provide a rundown of all services provided and checkpoints for technicians to reference. The software focuses on end-point, service and support automation for the enterprise and is a valuable tool for digital connectivity service providers.

The ServiceVerify software is crucial. If proper data about a customer's network is not provided, how can technicians become aware of the source of a problem? Is the problem caused by a broken network? Is the issue with a server or confined to a client PC? ServiceVerify can provide the answers. ServiceVerify is easy to use and simple to understand.

For example, the GUI uses dashboards, which provide a single screen that offers an intuitive, point-in-time overview of the state of service quality and delivery. The software also incorporates an installation/automation feature, which can speed up installation and ensure that it is done properly. Another key feature is installation and service verification. ServiceVerify provides a tool necessary to verify the working condition of a user's service. This feature is useful for monitoring networks that are working properly, as well as for providing data at a point of failure, if one occurs. This capability often is lacking from a service provider's arsenal, and the end result is not only a poorly functioning network but an unsatisfied customer as well.

Another competitive selling point is that the ServiceVerify software is HTML- and XML-based and therefore is highly customizable. Solution providers can quickly modify the software to address the needs of any customer using only basic HTML and/or XML skills. ServiceVerify uses server-side installation/automation processes. All of the software's features—including dashboards and verification pages—are pushed to client PCs from the server side, and the pages can be customized for each vendor, solution provider, region and even by day, time of day or date.

The only gripe CRN Test Center engineers had about the software was that it had to be installed separately on each client PC—there is no method by which the server can automatically install ServiceVerify to connected clients. The company does not currently have software available to perform these actions, but SupportSoft stated that the functionality is being considered for the next revision of the product.

The bottom line is that using the ServiceVerify software provides an enormous opportunity for solution providers to move to the front of the pack when it comes to meeting and exceeding customer service expectations. Ensuring quality of installation and performance for VoIP, video and data services has been just out of reach for solution providers for some time, but with ServiceVerify, it is possible.

SupportSoft's channel program is simple and straightforward. SupportSoft's single-level program treats MSPs as an extension of the company's sales and services delivery team. SupportSoft provides training programs to help partners with e-commerce. The company's presales support assists solution providers in tailoring their offerings to meet the unique needs of customers. SupportSoft also offers an online self-help portal for partners, called Expert Exchange. The company did not disclose average reseller margins. SupportSoft's ServiceVerify is priced from $1 to $3 per user.