“Bringing and building smart support for devices,” is the role that John Fisher has at Troppus Software Corporation, an Echostar company. Fisher describes the role of their software in helping service provider improve the efficiency of customer support for service providers.  With a multi-tier support system that is integrated at the home network level, Troppus has created a ticketing system that uses an artificial intelligence system to dynamically learn from the submitted problems. Their warehouse of knowledge becomes more powerful as more people and organizations use their service. Troppus has found a way to automatically distribute that knowledge to all levels of support – from self-help to agent support – across service providers.

The Troppus solution encompasses both hardware and software applications, as pointed out by Fisher in the above interview. Fisher indicates that consumers are seeing value in and are willing to pay service providers for the enhanced support enabled by Troppus.

[ViodiTV coverage of Connections 2012 brought to you by Parks Associates]