Reduce OPEX and improve subscriber satisfaction with our expert 2Wire Customer Care solutions.

2Wire Customer Care is a business partner focused on results. Rather than simply process minutes, we leverage the intelligence of managed devices and CMS, our homegrown desktop tools, and incomparable talent to deliver friendly, effective support. Quickly satisfy the support needs of any subscriber—from the Internet novice to the IT pro—on the first call. We also work to eliminate unnecessary calls and constantly lower handle times, thereby reducing your operating expenses.

2Wire offers programs to fit your business needs. Choose to have us provide expert knowledge and tools for your own care center—or have us staff and manage the center for you.

2Wire Customer Care supports the services you provide.

• Networking - Non-technical subscribers may need a little extra help getting a home network online, and even your most sophisticated users may need guidance on something more complex. 2Wire Customer Care agents for networking handle it all—and on the first call.
• Media Services & IPTV - People are passionate about television. Don’t let subscribers become frustrated, impatient, or confused by solo installation and troubleshooting—let the caring experts at 2Wire Customer Care for IPTV guide them through a world of entertainment options.
• Voice Over IP - The clear sound of a loved one’s voice, long uninterrupted conversations with associates, the reliability of the fixed-line—these are all things subscribers want from your VoIP service. If disruptions arise, our VoIP customer care experts cut through the static to pinpoint and resolve problems with just one call, so subscribers can get back on the phone fast. 

Solutions built to meet your business and your subscribers' support needs.

Whole-home Support Solution

In the converged digital home, some devices play well with each other—and some don’t. Problems occurring with one device could disrupt the subscriber’s entire experience. Our proprietary software allows our Customer Care associates to inspect beyond the gateway to help diagnose and assess any TR-069 compliant or UPnP-enabled device on the network. Customer frustration is minimized because issues are resolved without multiple phone calls or tedious troubleshooting routines.

Constantly Evolving and Improving

2Wire is the only gateway provider to incorporate firsthand call-driver feedback into service enhancements, product development, and manufacturing. Integration between CMS, MediaPortal® software solutions (for hybrid STB and IPTV), and intelligent gateways provides a continuous engineering feedback loop leading to a superior customer experience.

Integrated Support and Knowledge Tools

2Wire Customer Care programs arm service providers with the most integrated support tools available. These tools allow you to monitor real-time conditions, execute precision workflows, and track device and customer conditions remotely. Our expert care processes include proven features such as mass healing and communication, self-healing, painless self-service, and assisted chat, email, and agent-delivered services.

Customized Programs

We can design a Customer Care partnership that cost-effectively meets your unique requirements while ensuring the highest degree of customer satisfaction. Whether offering our complete One Call solution, or a more traditional per minute based program, 2Wire can create a Customer Care solution that is right for you.