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A Breakthrough in Service Delivery

by Employee ‎08-25-2009 07:28 AM - edited ‎10-02-2009 06:30 PM

 

Our customers have made it clear that they expect good service and we’re determined to give it to them.  Compared to the competition, Verizon consistently rates higher in customer service surveys, independent analysis and customer comments.

We’ve made it easier to get help and information through our Online Support Center and consult with other customers at the Verizon Community Forums, where this blog is located.

Now, customers have the power to manage Verizon FiOS services themselves with two new tools that tap the capabilities of the FiOS Network -- the Verizon In-Home Agent and on-screen “quick codes.”  Quite frankly, this is a breakthrough in service delivery that our competitors can’t match.

The Verizon In-Home Agent puts all of the setup and reset functions most customers need on their computer desktop.  FiOS customers can click a link to activate the same Verizon systems that our customer service agents use to set up or troubleshoot FiOS Internet and TV.  In less time than it takes to call us, customers can resolve issues and get answers with this online application.

And it’s easy to use.  With a few clicks of a PC mouse, customers can set up Wi-Fi, e-mail or home voice mail; reset set-top boxes, reconfigure or restart routers; or get advice on other issues such as programming remote controls so they operate additional equipment.  In case trouble crops up, there are also tools for quick fixes.

At the same time, we are introducing new “quick codes” on the TV screen that identify a customer’s problem and activate network systems to solve it.  When there are TV service issues such as the loss of a channel on your service, an onscreen message shows up, offers a toll-free number and a 4-digit code. Dial the number, enter the code and the systems fix the problem.

Later this year, subscribers will be able to bypass the phone and press a button on the remote control to do the same thing.

In Home Agent and “quick codes” make use of the FiOS in-home network and the interactivity built into the FiOS system.  When FiOS is installed, our technicians set up a home network connecting the PC, broadband home router, set-top boxes and TVs.  This enables the equipment to “talk” to each other and back across the FiOS network, which makes services like these possible.

The Verizon In-Home Agent is now included in all Verizon FiOS customer installations.  FiOS subscribers who use the Verizon Help and Support Toolkit will automatically receive the application in the coming weeks.  Customers who don’t find the agent on their computer desktop can download it at www.verizon.com/connect.

With these two new services, FiOS subscribers can resolve most service requests without a phone call.  That’s really putting power in the hands of consumers.

 


Comments
by PANDABOWL on ‎08-26-2009 03:50 AM

Great video, Eric.

by BruceK on ‎11-05-2009 12:49 PM

And when will this work with Windows 7?  When you start the application, a dialog box appears that says the software only supports Windows XP and Vista.

by jani231 on ‎11-19-2009 11:14 AM

when will windows 7 ALSO be compatibel with Verizon Security suite?

Verizon at Home Blog
The first place for news of new Verizon products and services or upgrades to the ones you have. For service problems click here. Or check our Community Forums.

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About The Authors

Bob Elek

Manager - Media Relations

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Bob stays on top of developments and issues with Verizon’s Consumer and Mass Business segment from his home base in Florida. He has been involved with FiOS since it was first being developed and deployed in 2004.

Alberto Canal

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Alberto is in the public relations group. He loves to share tech, sustainability, feel-good, and random news of interest. A happy FiOS quad play customer, he likes to use his family as guinea pigs.

Deidre Hart

Manager -- Media Relations

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Deidre is a member of the consumer PR team and loves to talk everything FiOS and everything football. She’s also a happy Triple Play customer.

Phil Santoro

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Phil has been extolling the virtues of FiOS ever since he had his Triple Play installed and can’t image how he ever managed without it. He writes about developing technologies that enable him to fuel his addiction to movies and sports whenever he wants, no matter where he is.

Caroline Wilson

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Caroline manages the Verizon FiOS Google+ page, capturing the latest in entertainment, technology, sports and everything in between. She loves using social media and the written word to extend the FiOS conversation.

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