Desktop Application for reducing an eliminating in-bound call volume for ISPs and MSOs.
Architect, Dev Lead, Designer.
v.1 labs Front Line was designed to reduce the number of inbound calls for ISP and MSO call centres. We found that most inbound calls to ISPs and MSOs had little to do with the service being provided and were usually desktop or home network configuration problems. Front Line was designed to allow the subscriber to diagnose and correct most common computer and network related issues without needing to call into a customer support line.
Front Line was responsible for reducing a substantial amount of call volume, saving millions of dollars per year (up to 32% of inbound calls).