Ascend Online Services Heralds the Future of Innovative Service Delivery; Ascend Advantage
Services Repackaged to Highlight Innovative Interactive Online Services
Business Wire - November 17, 1998 08:28
ALAMEDA, Calif.--(BUSINESS WIRE)--Nov. 17, 1998--Ascend Communications, Inc. (Nasdaq:ASND), a leader in wide area networking (WAN) and Intelligent
Networking (IN) solutions for providers and users of the next generation public network, today announced the worldwide availability of Ascend Online Services
(AOS), a Web-based online support system that revolutionizes technical support and service delivery, and the repackaging of its Advantage support
programs to include these new services. AOS is an innovative Web-based service delivery model that creates a major industry paradigm shift for network
support (for more information see news, ascend.com.
AOS is an interactive Web site that enables customers to manage and maintain Ascend hardware and software through assisted self-help. Using the latest in
real-time text conferencing, push, and streaming technology, AOS allows customers to proactively manage their networks and work directly with an Ascend
Network Support Engineer without leaving the site. AOS also gives customers access to information that provides customers with greater understanding of
Ascend's leading-edge technologies.
At the core of AOS is an enriched self-help library that includes software downloads and thousands of pages of continuously updated technical information
such as frequently-asked questions (FAQs), configuration help, and troubleshooting tips. AOS customers can quickly and easily search for the information
they need or click on an icon to begin a live session with an Ascend technician. During the session, the engineer can push the appropriate pages and links
directly to the customer's browser, speeding service by eliminating the typing errors and site or file searches that often slow telephone-based support.
"Ascend Online Services is an example of how Ascend is redefining its service delivery model to meet customer needs," said Richard Brewer, senior analyst,
Network Support and Integration Services, of International Data Corporation (IDC). "The Web-based interactive environment of AOS, with features such as
live chats, 'push'-based automated alerts, and video and audio Webcasts, helps empower customers to maintain their networks while making the most
efficient use of Ascend's service and support resources. Online service initiatives such as AOS are pushing the boundaries of innovative service delivery to
mission-critical networks."
Ascend GIS has repackaged its Advantage support program to enable customers to benefit from the innovative capabilities of AOS. The new tiered
packaging focuses the services on the unique needs of carriers, Internet Service Providers (ISPs), Competitive Local Exchange Carriers (CLECs), and
enterprises. Support options range from Advantage On.Line: a service package focused on customers who prefer to handle most support issues on their own
that provides interactive Web-based support, to Advantage On.Guard offering the benefits of an assigned Network Service Engineer, up to 2-hour on-site
response, unlimited telephone support as well as full access to AOS. GIS promotes these services with the tagline, "Always On," because all Advantage
Services provide support on a 24 by 7 basis. All Advantage Services also offer unlimited access to one or more of the AOS interactive features.
AOS features include:
-- AOS Live. AOS Live creates a private chat environment between a
customer and an Ascend Network Support Engineer. Ascend's online
engineers help customers find the exact information they need,
and pushes answers and instructions to customer's screens, or
provide step-by-step troubleshooting and configuration help. All
online solutions are automatically entered into Ascend's online
knowledge base and can be e-mailed to the customer for future
reference.
-- AOS Casts. AOS Casts will use audio and video streaming to
provide online real-time seminars and education on new voice and
data services opportunities, configuration guidelines,
troubleshooting tips, and many other topics. These interactive
sessions are scheduled throughout the day and week, allowing
customers to participate at their convenience.
-- AOS Alerts. AOS Alerts is a proactive network management tool
that uses push technology to automatically deliver information
vital to customers' networks' performance via e-mail. AOS Alerts
will notify customers of hardware issues and software bugs and
provide the information and patches customers need to resolve
them before they impact their systems. Customers will also
receive troubleshooting and configuration tips as well as
notification of new white papers and technical documentation of
interest.
-- CaseView. CaseView is an issue management system that allows
customers to open and close trouble tickets and track the status
of existing tickets online. CaseView also maintains a concise
collection of technical tips that can often help customers
resolve issues quickly and easily.
"Our revolutionary approach to self-service is testament to our dedication to improving customer satisfaction through high-quality customer service and
support," said Dave Colicchio, vice president of customer support of Global Integration Services. "AOS represents a significant investment, and our
commitment to on-going development and innovation will remain evident as we continually add more of the features our customers are requesting. In creating
solutions like AOS, we are allowing our customers to focus on their business objectives and spend less time on maintaining their networks."
Availability
Ascend Online Services is available to Ascend customers that have an Advantage or Advantage Plus service agreement. AOS is globally available
immediately on Ascend Pipeline, MAX, MAX TNT, and Multiband products. Support for additional products will start on January 1, 1999. For more details on
AOS, contact an Ascend representative or visit Ascend's Website at ascend.com.
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