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Our Managed Services offering consists of Tollbooth,
enhanced by a network monitoring and live help desk service, staffed
by our own Wi-Fi specialists.
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The
ICOA TollBooth system is an award winning
back office OSS platform that powers broadband-on-demand networks.
Broadband-on-demand is a high-speed Internet session established between
computing devices without regard to network settings, session duration,
and time of request.
But this is only half the story. The other half of the story is
all about support. Users of broadband-on-demand networks need direction,
and sometimes they need the support of a live customer care representative
who can process their connection requests and provide the device
tweaks that enable easy access to the Wi-Fi network. Additionally,
owners and managers of broadband-on-demand networks want insight
into utilization statistics for their networks.
At ICOA we address together the transactional, network,
and constituent needs associated with broadband-on-demand networks,
and package customer service and network support under the title
of Managed Services. Our Managed Services offering consists of Tollbooth,
enhanced by a network monitoring and live help desk service, staffed
by our own Wi-Fi specialists.
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Many companies can build a wireless network; very few have
the capabilities to effectively serve customers in a large
public venue. The companies that succeed in providing broadband-on-demand
services to a large number of users are those that provide
outstanding operational support systems. The successful launch
of any new product or service, particularly a technology-based
service such as wireless Internet access, needs to provide
a "hassle free" customer experience. The ICOA philosophy
is to provide both the network owner and the customer with
choice, convenience, and control of the broadband-on-demand
experience.
 Network
Operations Center
Broadband-on-demand systems require a proactive "real
time" monitoring, maintenance and repair program to ensure
maximum network uptime. The ICOA Network Operations Center
(NOC) provides these services on a 24x7x365 coverage basis
using state-of-the-art systems and software operated by technicians
trained to respond quickly and effectively to all related
issues surrounding the service. The NOC maintains remote network
access to all network components and continuously monitors
these components via industry standard monitoring tools to
collect and log data to ensure proper functionality. In addition,
our NOC uses proprietary tools to verify proper login/logout
operation from inside each location in order to verify service
availability to the customer. Using remote access, the NOC
can dynamically reconfigure the network to reroute traffic
if required. All events are captured in a trouble ticketing
system for historical and reporting purposes.
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Customer
Contact/Call Center
Along with network services, ICOA provides contact/call center
services with a variety of tools to ensure customer satisfaction
and optimal utilization of the Wi-Fi network.
The ICOA Customer Contact/Call Center provides the customer
with multiple contact points to provide rapid support and
ongoing provisioning services. The ICOA call center offers
full 24x7x365 coverage and is prepared to offer support for
more than the Wi-Fi network itself, delivering complete Tier
I and Tier II technical support for:
- Log-in related questions;
- Connectivity issues (e.g., network or coverage problems);
- Installation of client software and related network configuration
issues;
- Customer inquiries regarding coverage, compatibility,
specifications and information on pricing, roaming partners,
etc.;
- Management of special promotional offers and customer
requests;
- Resolution of billing and other questions related to roaming
relationships with Wisps, where applicable
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