KITCHENER — Calling it “the industry’s first fully integrated Wi-Fi diagnostics and troubleshooting platform”, RouteThis today launched its Resolve platform to help ISPs more easily solve their customers’ Wi-Fi-related network problems.
Kitchener, Ont.-based RouteThis specializes in remote Wi-Fi network diagnostics and troubleshooting for ISPs and smart home brands. Its remote service platform is currently used by telcos and independent ISPs in North America, Europe and Australia, including Execulink Telecom and Start.ca here in Canada, who use the platform to power their own self-serve customer apps.
With an increasing number of devices connected to home Wi-Fi networks, including not just computers and smartphones, but streaming devices, virtual assistants, smart doorbells, thermostats, fridges and other devices, the need for Wi-Fi reliability is more important than ever, says RouteThis in its press release.
In addition, as so many workers in North America are working from home due to Covid-19 restrictions, “intermittent and slow Wi-Fi service are a serious threat to businesses everywhere,” says the release.
“ISPs report that 80% of service calls are Wi-Fi related and that 90% of calls require customer education to solve. It’s important to note that Wi-Fi connectivity issues are separate from general internet outages, and include problems like slow speeds or long buffering times, unreliable connections, and other disruptions to productivity,” reads the release.
“As the first end-to-end support interaction platform for Wi-Fi networks, Resolve transforms customers’ mobile devices into powerful network diagnostics probes — and then takes it a step further. With intuitive customer education features, better workflows, and more, Resolve is ready to change the ISP support game forever,” says RouteThis CEO Jason Moore in a blog post.
“Over the last few years, we’ve seen a shift in customer expectations that ISPs can and will solve Wi-Fi issues — but providers need the right tools to succeed in that,” says Moore.
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Image borrowed from RouteThis’s website.
