Promptlink Cable Modem Diagnostics (CMD) is a tool for subscriber technical support that makes use of the cable plant data gathered by CNMS applications. CMD is targeted towards Customer Service Representatives (CSRs) who deal with phone support of subscribers on a day-to-day basis. CMD provides an easy to use interface for CSRs to quickly access a subscriber's cable modem and identify any faults or configuration issues. For example, if a subscriber calls to report a problem, using CMD the CSR can immediately tell the subscriber that their cable modem is or is not configured correctly. CMD extends the Promptlink Cable Network Management Suite for use in the tech support environment, beyond the network operations center.
Promptlink's CMD helps you operate a call center that has accurate information, eliminating customer frustration and boosting customer satisfaction. The bottom line is that our software helps you run a more profitable business. In addition, by providing this information at the point of customer contact, unnecessary truck rolls can be avoided.