Now, the the once time consuming service request modification, technical assistance or other operational issues can now be accessed directly by Verizon FiOS subscribers. This ultimate tool -- In-Home Agent is an application that allows management and troubleshooting of functions that previously requires that assistance of a technical representative. It’s very simple and easy to use; it has a point-and-click user interface to perform functions like setting-up of an e-mail account or troubleshooting internet connection.

From the vice president of Verizon Telecom regional operation, Bill Foshay said that:

"Many service requests, either for feature or function set-up or operational issue, can now be resolve without a phone call. Nothing could be simple – and you need no technical skills or whatsoever. In many cases, you just click on the appropriate icon and the system does the rest. It’s like assigning one of our agents to each customer’s home, and it’s faster than any other form of service interaction."

This tool has unique abilities to provide support issues with just a single application. "This is the kind of breakthrough in service delivery that keeps Verizon's FiOS service ahead of the competition," Foshay said.  "With this tool, we are again outpacing the industry with breakthrough advances in service quality and innovation.  We're proving once again that our advanced fiber network is a big winner in the marketplace."

The following features of its new application makes FiOS outrun its competitors:

• Set-up wireless PC connections and e-mail accounts
• Initialize broadband home router
• Order or reauthorize TV channels subscriptions
• Modify phone features and access voice mail accounts
• Retrieve instruction for phone or email features
• Obtain step-by-step instructions for set-up issues
• Troubleshoot internet connectivity, TV service or video problems
• Restore service

It has been installed to a thousand of FiOS subscribers according to Foshay, "Customers love its simplicity and the fact that it saves them the time they'd spend calling and working with one of our representatives"

 On-Screen 'Quick Codes' for TV
Aside from the superb capability of the In-Home Agent, they had also brought out the TV screen that can easily point out and resolve a customer’s FiOS TV problem or subscribe on the spot to many video options.

It works like, for example, a FiOS customers gets an on-screen message like "channel not available"; the TV will display an instruction on how to fix the problem and restore the service. The customer will have to dial the toll-free number appearing on the screen and the four-digit code that comes with it. Following that, the networked systems can authorize service on the channel, provide instruction for subscription or restore the channel.
This entire feature is done to simplify the technical-support process of FiOS customers. It has eliminated the "time consuming process of dealing with the technical support and waiting for the queue".

Also, later this year, Verizon FiOS will eliminate the need to make a phone call in support inquiries by pressing a button.

The In-Home Agent is automatically included in all Verizon FiOS subscription. And those FiOS subscriber who uses the Verizon Help and Support Toolkit will receive the application automatically in the weeks to come as part of a toolkit upgrade. While those who don’t have it yet will have to download at www.verizon.com/connect .

*The tool is not yet configured to work with Mac operating systems.