Verizon

The objective of this project was to design and produce a single, cross-channel user interface that will be used to conduct troubleshooting and resolve reported device, network, and service problems from customers in an efficient manner.

The Solutions Portal collects certain pertinent diagnostic information from the customer’s device including the “symptom” or issue being reported, device state, health and settings, and then compare this information to account information, network performance, known network outages/issues currently being experienced, customer location and network coverage, known similar device or product issues, and verify the correct provisioning of services in question, in order to identify and self-correct the problem (automated troubleshooting), or when needed, direct the customer to the appropriate level of support to facilitate resolving the issue.