Support Robotics –
A self-service broadband support tool for ISPs
Support Robotics is a Wi-Fi diagnostic tool and mobile app for customers that enables ISPs to provide dynamic, frictionless Wi-Fi support to customers remotely.
It combines a self-service Wi-Fi troubleshooting app with innovative remote support tools to simplify internet support for customers and support staff.
Support Robotics enhances your entire support journey for mobile and broadband devices.
Request a demo.
Discover how ISPs can simplify broadband support remotely
Why choose us?
Simplify Troubleshooting
Mobile app Wi-Fi diagnostic tool makes troubleshooting easy for customers and agents.
Audio-Visual Remote Support
Visual tools enable remote support that’s as good as a site visit.
Fast Integration & White-Labelling
Fast time to value – deploy standalone or within your own customer care app.
Help Customers Help Themselves
Ease pressure on your contact centres with intuitive self-care.
Smart Self-Service & Troubleshooting
Many ISP customers would prefer self-service if it’s easier than calling a support agent or going in-store. Help them do more themselves with our Wi-Fi diagnostic tool in the form of an app.
Automated Wi-Fi Diagnostics – Our app checks settings and fixes most common issues, even intermittent ones
Troubleshooting Around the Home – The app helps identify problems with home routers, Wi-Fi extenders, and smart home devices
Frictionless Handover – If a customer needs more help, the app passes them to an agent, along with any Wi-Fi diagnostic data from self-service tests
Smart Self-Service & Troubleshooting
Many ISP customers would rather prefer if it’s easier than calling a support agent or going in-store. Help them do more themselves with our Wi-Fi diagnostic app.
Automated Wi-Fi Diagnostics – Our app checks settings and fixes most common issues, even intermittent ones
Troubleshooting Around the Home – The app helps identify problems with home routers, Wi-Fi extenders, and smart home devices
Frictionless Handover – If a customer needs more help, the app passes them to an agent, along with any Wi-Fi diagnostic data from self-service tests
Direct Remote Support Via Smartphone
Why waste time and money sending out an engineer? Give customers fast, remote support that’s as good as a home visit.
Remote Connectivity – By accessing a customer’s home network device through their smartphone, agents can offer support – even when broadband is down
Media Sharing – Agents can use the mobile camera to see what the user sees, enabling more efficient wireless router troubleshooting
Easy Systems Integration – Log self-service activity directly into the agent’s CRM or ITSM
Even non-technical customers can get their home network up and running in no time with our software.
Intelligent Wizards – Our wizards guide customers through the onboarding process step by step, performing tests and fixing issues at each stage
Camera Setup – Customers can set up their router just by scanning the label with their phone’s built-in camera
Interactive Onboarding
Intelligent Wizards – Our wizards guide customers through the onboarding process step by step, performing tests and fixing issues at each stage
Camera Setup – Customers can set up their router just by scanning the label with their phone’s built-in camera
Want to learn more?
Support Robotics uses the customer’s smartphone to provide self-service and remote troubleshooting for home networks.
Our solution combines automated in-app troubleshooting with innovative remote support tools, discover how Support Robotics provides simple, smart support for connected devices.
With the built-in cellular capability of Apple Watch (GPS + cellular), the ‘Telstra One Number’ connection allows customers to bundle wearable devices into a low-cost entry point at $5 per month1. This gives customers the freedom to leave the house without their mobile handset. Leveraging uPair entitlement capabilities with Telstra One Number product was an Australian first and allows customers to share a single number with multiple devices, with accurate subscriber identification information within the Telstra network.
“Telstra selected Unico to deliver our mobile entitlement and Websheet server because of their deep integration with Telstra systems.
Unico played an integral role in the launch of the 2017 Apple Watch and were critical in enabling a brilliant customer experience.”
– Miklos Horvath, Group Owner Converged Service Enablement, Telstra
Our team worked with the Telstra architecture and design teams to deliver the entitlement server as part of ‘Telstra One Number’. The full solution involved collaboration and integration between Telstra, Apple, Ericsson and eSIM vendor G&D. The uPair product incorporated third party API’s, Telstra API’s, our own family of new API’s, and with the workflow management and Websheet portal delivered a premium user experience.
Our turn-key entitlement server allowed Telstra to focus on the strategy and product roll out needed to deliver and support ‘Telstra One Number’. uPair successfully abstracted third party API’s, the paired relationship lifecycle management and all related data and user interfaces.
“Telstra One Number has been a highly successful value add service and boosted average revenue per user. Our customers can now get their number on their wrist for $5 per month1.
With the ongoing growth of Telstra One Number, we look forward to expanding our capability to include Google WearOS, connected car, and Apple Family Plans in the near future.”
– Miklos Horvath, Group Owner Converged Service Enablement, Telstra
uPair provides Telstra with a telco grade, real-time highly available entitlement service that was able to meet the aggressive timelines of the 2017 Apple Watch launch. Unico developed and customised the uPair product, and successfully integrated it into the Telstra network on time. The ‘Telstra One Number’ roll out exceeded Telstra’s expectations, as evidenced with high adoption and customer satisfaction rates. Unico also subsequently played an integral role in the launch of the Samsung Galaxy Watch into the Australian market.
Thousands of Australians are connected to the Telstra network for phone calls and messages via their wearable devices using uPair software.
The MIoT tech that connects a wearable device to a mobile
Key benefit One of the key benefits of uPair is its lifecycle management of this growing family of ‘Mobile Internet of Things’ (MIoT) secondary devices towards the operator. uPair provides a service delivery framework between the operator and third party ecosystems and abstracts much of the complexity into the operator through the use of standards based TMF API’s to the operator’s Network, CRM and Charging/Billing systems.
How it works:
The handset and wearable device connects via Bluetooth, with the handset connecting to uPair via the mobile network or WiFi.
uPair checks both local and operator databases to establish existing state and whether the customer is entitled to the One Number service.
If the customer is ‘entitled’ to sign up and proceeds, uPair hosts the user sign up web flow process, assigns the eSIM and mobile details from its inventory tables, readies the eSIM for download and updates the operator’s fulfilment system.
The operator’s provisioning system updates services in the network.
uPair passes the assigned eSIM back to the handset and wearable device, and the wearable device subsequently downloads the eSIM.
uPair updates the operator CRM and charging systems as required.
The operator replies to uPair when all is complete, uPair updates its database.
The watch and handset are notified all is complete.
If you would like to find out more about how uPair can help your business, please contact Jason Bodsworth.
A tier 1, telco grade entitlement server eSIM solution accessible to all networks.
uPair is a service delivery framework that includes an entitlement server eSIM solution. Our software enables fast end-user activation of secondary eSIM services without the need for on-premises deployment.
uPair allows users to connect multiple SIM and eSIM enabled devices to one number and service. Leveraging TMF interfaces along with a range of additional functions provides support for the comprehensive lifecycle management of connected wearable devices and mobile devices.
Includes standard TMF interface support, provisioning & lifecycle management functions.
Telco grade assurance
Service assurance to guarantee optimal subscriber experiences.
Provisioning support
Cater for multi-step provisioning processes & set up of complex network services.
Multi-tenant
Simultaneously provide entitlement server solutions to multiple MVNO tenants.
A low entry cost entitlement service suitable for all operators
Enable devices to download an eSIM profile
Pair multiple devices to one number. Multiple eSIM capable devices are presented as a single service to simplify the user experience, billing and CRM systems.
Enable devices to download an eSIM profile
Pair multiple devices to one number. Multiple eSIM capable devices are presented as a single service to simplify the user experience, billing and CRM systems.
Offer device pairing capability
Enable customers to purchase device pairing as a value-added service via mobile app.
Inform your network that eSIM’s are enabled against accounts
Orchestrate eSIM and MSISDN assignment to customers secondary devices and bind secondary eSIM devices to the customers primary handset.
Inform your network that eSIM’s are enabled against accounts
Orchestrate eSIM and MSISDN assignment to customers and bind the eSIM profiles to single device EID’s. Identify EID and ICCID assigned to users.
Prompt secure customer login
Option to confirm account ownership using existing username and password authentication.
Deploy & integrate into a range of different business systems
Australia’s first entitlement server eSIM solution for wearable device compatibility: uPair
One number, one service. An entitlement server eSIM solution that allows Telco network customers to use the built-in cellular capability of their wearable technology.
Summary
An easy to integrate, low entry cost entitlement server solution ready to implement for all Telcos
Compatible with Apple & Samsung devices
High availability, low latency and fault-tolerant provisioning system
Built in multiple edge case scenario capability & ACID compliance
Utilised an Oracle MySQL database
Many Telcos don’t have the budget, resources or knowledge to develop an entitlement server solution for their own business.
That means they are missing out on crucial new streams of revenue that can be gained from charging customers for value-added services.
Entitlement server solutions are used to allow users to connect multiple SIM and eSIM enabled devices to one number and service. This connection can be bundled into a subscription package where pairing capability is offered via mobile app.
Our solution uPair gives lower tier Telcos the ability to compete with Tier 1 Telcos by offering their customers wearable tech pairing at a low cost of entry.
Unico partnered with Australia’s largest mobile service provider who needed an application that allowed Australians to use the built in cellular capability of the new ‘Apple watch’ (GPS + Cellular) .
In doing so Unico were the first in Australia to develop an eSIM solution that supported wearable device compatibility.
By integrating this entitlement solution our customer could share a single service with a mobile device through sharing accurate subscriber identification information with their network.
Our client was equipped with a telco grade, real-time and high availability entitlement server solution that enabled them to offer value-added services to their customers.
uPair was able to meet the needs of a world-class telecomms provider and deliver a world first in eSIM technology.
– John Rowland, Managing Director, Unico
The project included provisioning and enabling of the eSIM for the Apple Watch to download and update its network whilst allowing paired devices to operate with a ‘shared number’ service. The partnership marked the first time an eSIM technology had been delivered to the Australian consumer market.
Thanks to uPair thousands of Australians are connected to Australia’s biggest mobile network for phone calls and messages via their wearable devices.
If you are interested and want to find out more get in touch below and talk to us today.
