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Airtel launches customer care solution NetXpert

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MUMBAI: Internet service provider Bharti Tele-Ventures has launched an automated customer support service NetXpert. The company, in association with California-based SupportSoft, has introduced the service to its DSL (digital subscriber line, a fixed broadband connection) subscribers to simplify installation and help overcome snags.

Airtel broadband subscribers in Bangalore will be the first in the country to receive NetXpert.

The NetXpert suite comprises three applications - Installer, Agent and Chat. With these, subscribers will be able to diagnose and solve problems without making calls to customer care agents. NetXpert is based on SupportSoft's products for real-time customer support, which are used by 38 million broadband customers outside India.

Connectivity, browser and e-mail related issues are immediately resolved by NetXpert Agent, while the Installer helps subscribers install their connection without assistance. Installer also automatically detects system and network issues. It is based on SmartAccess, which allows the ISP to save on manpower as there are no longer time-consuming household visits by service technicians, states an official release.

The Chat application, based on SupportSoft's LiveAssist, allows Airtel's customer service representatives to chat online with up to four customers at a time. This reduces the wait time by taking recourse to a different, widespread communication medium, the release adds.

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