Technicolor, RealVNC customer care initiative

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Technicolor Connected Home and remote access solutions specialist RealVNC have revealed a joint initiative to enhance the ability of network service providers (NSPs) to improve remote customer care for the surge in Android TV devices that are being deployed around the world.

The Connect TV solution from RealVNC allows NSP customer service representatives (CSRs) and installation engineers to remotely view and control Android TV customer premises equipment (CPE) at home or work, securely and in real-time. Technicolor Connected Home has shipped more Android TV set-top box (STB) devices than any other CPE manufacturer for the NSP market. Connect TV greatly improves call-handling efficiencies and elevates customer satisfaction by enabling comprehensive remote support of Android TV devices.

This is the latest development in Technicolor Connected Home’s ongoing commitment to leverage open and innovative technologies for network service providers (NSPs) around the World, with the ultimate goal to help them deliver seamless connectivity and premium entertainment experiences to consumers. This is achieved by creating best-in-class CPE and partnering with the most innovative companies in the connected home ecosystem.

“The ability to have a complete picture of what customers are seeing, along with real-time access to diagnostic data about customer premises equipment (CPE) deployed by NSPs into subscribers’ homes streamlines the troubleshooting process,” explains Girish Naganathan, CTO at Technicolor Connected Home. “It is far superior to the often frustrating process of having customer service representatives speak to customers on the telephone to resolve issues that are difficult to describe. “This will be important for NSPs that are deploying new feature-rich Android TV CPE, with its advanced UI and multiple applications. CSRs will be in a much better position to educate customers and resolve technical issues with Connect TV. It will reduce truck rolls and device returns while improving customer satisfaction.”

RealVNC’s participation in Technicolor Connected Home’s HERO Partner Programme enriches the CPE portfolio and introduces an important new value proposition for NSPs by enabling the easily deployed support of millions of devices and customers across all continents and network connection types. At the same time, RealVNC will benefit from Technicolor Connected Home’s leadership position in the Android TV CPE market and its broad set of trusted relationships with NSPs around the world.

“Covid-19 has given NSPs new reasons to support subscribers remotely,” notes Adam Greenwood-Byrne, CEO at RealVNC. “Installation engineers can provide touchless service by no longer entering customer premises, yet still offer comprehensive help by using Connect TV. By partnering with Technicolor, we can accelerate our time to market and reduce the integration time to reach new customers.”


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