March 12, 2014 08:00 ET

Ground-Breaking New Webinar on How DSL Providers Can Use Big Data to Improve the Customer Experience

ASSIA and Analysys Mason Present Essential Insights Into Using Expert Systems to Improve Call Resolution Rates

REDWOOD CITY, CA--(Marketwired - Mar 12, 2014) - ASSIA, Inc., a leading solutions company for broadband service providers, today announced that Analysys Mason Practice Head, Mark H. Mortenson, and ASSIA Vice President of Solutions Marketing, Jeff Scroggin, have teamed up to deliver a webinar, "Improve the Customer Experience Using Big Data in DSL Contact Centre Operations," on March 26, 2014.

The webinar focuses on how leading service providers are mining their existing network systems and data to increase customer satisfaction ratings, improve customer retention, and reduce operational costs. Furthermore, both experts explain how companies can use existing DSL network performance data in their contact centers to:

  • Solve DSL performance issues quickly on the first call and reduce repeat calls
  • Enhance agent productivity through integrated diagnostics and guidance for timely and accurate incident resolution
  • Reduce guesswork, trial-and-error in problem resolution and decrease new agent "ramp up" time
  • Improve contact center performance through shortened call times and improved resolution rates
  • Reduce the need for case escalation and for field technician dispatch

This must-see webinar provides valuable information and insight for DSL service provider professionals responsible for:

  • Customer experience
  • Call Center architecture, planning, and operations
  • Network operations strategy and optimization
  • Field technician planning and operations

Who: Mark H. Mortenson, Practice Head, BSS, Analysys Mason; Jeff Scroggin, VP of Solutions Marketing, ASSIA, Inc.
What: Webinar: "Improve the Customer Experience Using Big Data in DSL Contact Centre Operations"
When: Wednesday, March 26, 11:00 a.m. U.S. Eastern Time; 4:00 p.m. Greenwich Mean Time
Where: Register here

About Mark H. Mortenson
Mark is the lead analyst for Analysys Mason's Customer CareService Fulfillment and Digital Economy Software Strategies research programs, which are part of the Telecoms Software research stream. His interest areas include customer self-service, new telco businesses entering the digital economy value chain, and network planning and optimization. The first 20 years of Mark's career were at Bell Laboratories, where he distinguished himself by starting software products for new markets and network technologies and designing the interaction of BSS/OSSs with the underlying network hardware. Mark was Chief Scientist of Management Systems at Bell Labs, and has also been president of his own OSS strategy consulting company, CMO at the inventory specialist Granite Systems, VP of Product Strategy at Telcordia Technologies, and SVP of Marketing at a network planning software vendor. Mark holds an MPhil and a Ph.D. in physics from Yale University and has received two AT&T Architecture awards for innovative software solutions. He is also an adjunct professor at UMass Lowell in the Manning School of Management, specializing in business strategy. Mark has also participated on the GSMA Global Mobile Awards judging panel.

About Jeff Scroggin
Jeff leads solutions marketing for ASSIA, creating software and services bundles designed to help DSL providers grow revenues, increase customer satisfaction, and improve operational efficiencies. Jeff has held executive management positions at Oracle and Aspect Communications as well as at a number of early-stage startups. Prior to ASSIA, Jeff founded Plaster Networks that developed an award-winning, cloud-based software solution for home network management. Jeff earned his undergraduate degree in engineering at Stanford University where he was nominated a member of Phi Beta Kappa. Jeff received an MBA from the MIT Sloan School of Management.

About ASSIA, Inc.
ASSIA, Inc. is a strategic and trusted solutions vendor to broadband service providers worldwide. ASSIA solutions enable providers to grow revenues, increase customer satisfaction, improve operational efficiencies, and deliver new multimedia content to the broadband-enabled home. ASSIA has more than 70 million broadband lines under contract with top-tier service providers worldwide and is backed by strategic investors, including AT&T, Mingly China Growth Fund, SFR Development, Sandalwood Partners, Sofinnova Partners, Stanford University, Swisscom Ventures, T-Ventures, and Telefonica. For more information, visit

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"ASSIA" is an acronym for "adaptive spectrum and signal alignment."

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