Manage Any Device
Pie's distributed system incorporates a highly portable home management software stack that is embedded on always on device (gateway/router, set top box, etc.), and agent software downloaded onto PCs, tablets, smartphones, and other networked devices. Pie works on Android, iOS, MacOS, Linux, and seven different Java Virtual Machines. Working together with a cloud-based knowledge base, instruction engine and data repository, Pie software helps consumers manage their network and connected devices, and support provider better assist consumers when help is needed.
Telco-Grade
Encryption and privacy across the architecture are a top priority. The Pie solution has been designed using open standards to scale to support millions of users, supporting open standards like the TR-069 data model, XML, web services APIs, UPnP, WMI, OSGI, and JAVA. When assistance is required from the support provider, CSRs and field service agents access Pie's software through web application interfaces capturing current and historical information to quickly diagnose and resolve the problem.
Open APIs
This Telco-grade support system has been built upon accepted industry standards with open APIs enabling the Pie technology to easily be integrated with existing CRM, CTI/IVR and billing systems, and extend the capability of these tools to do much more. With Pie, partner applications and services can be provisioned, monitored, and managed across all hardware platforms on a unified user experience - easy as pie.
Brand Relationship
The entire package is delivered as a white label product that is branded with the support provider's brand to strengthen their direct relationship with their customer. Service providers have worked hard to build a unique image and relationship with their customer. Pie's software has been designed to be customized so that it perfectly supports the look-and-feel of the service provider brand, and level of functionality desired. The software interface and information presented to consumer and CSRs can be enriched or simplified where desired.
Pie's Software Service Platform
The Pie solution creates a distributed service platform that enables effective management and maintenance of a home or small business network by consumers, and enables intelligent and efficient support for those networks by the Service Provider. Key to this is a simple and intuitive interface for both the consumer and the service organization, backed by Pie's intelligent knowledge management system. Consumers will find the same, easy-to-use interface on their PC or laptop as they do on their smart phone or tablet, shortening the learning curve and easing use and adoption. When outside support is required, the support technician begins with the same view as the consumer, instantly creating a common language and understanding. There are three key components to Pie's distributed service platform:
Pie Home™ — End User Application And Management
The consumer and small business dashboard into the Pie service is called Pie Home, a simple and easy to use tool for users to monitor and manage their network and connected devices. Pie is an "always on" service running in the background to continuously monitor status and performance. Accessible from PCs, tablets and smart phones, Pie Home shows a simple map of the connected home with at-a-glance status. When problems occur, emails and/or text messages alert the consumer to events like unknown devices connected to the network, new applications installed, security breaches and hardware faults. Based upon the specific problem, Pie provides single click or guided resolution options for quick, easy fixes. When outside help is necessary, instead of leaving the user to determine who to call for support, Pie Home sends the user to the service organization that owns the problem. And with access from mobile devices, consumers can even support and manage their home remotely!
Pie Home is delivered to consumers in two ways. For new, upgraded or premium service customers, Pie software is embedded in the gateway or set top box. This means that Pie's monitoring and management is "always on" for unsurpassed service and support capability. Existing customers simply download Pie software from their app store.
Read more about Pie Home's key features on the detailed feature page.
Pie Base™ and Pie Scope™ — Knowledge Base and Analytics
Much of the intelligence in the Pie support solution resides in the cloud in Pie Base which supports industry standard databases such as Oracle rack and MySQL with extensive web service based APIs. A sophisticated knowledge management system, Pie Base acts as a secure (fully encrypted access and optional database encryption) data repository and an intelligent instruction engine that works hand in hand with agent software in the home to deliver the most effective support. A continuously growing repository of device and usage data, Pie Base is a source of invaluable information through aggregated data analytics. Service Providers use the Pie Scope analytics application to develop customer reports and analysis as well as develop an infinite range of customized data. Find out what common problems occur with an individual device or combination of devices, see how many customers have a specific gateway or PC within a specified region, see how many consumers have outdated devices within a specified region for marketing purposes, find out how often specific devices are being used and in what combination with other devices, and more. Because the data are mined on an aggregated basis, individual user privacy remains intact.
Pie Tech™ — Customer Care Representative and Field Service Helpdesk
Customer support representatives and field technicians access the Pie system through Pie Tech, a rich web application that, with consumer permission, provides the support technician with a wealth of information. The often lengthy discovery process is nearly eliminated as Pie Tech provides an instant view of the home from inside the gateway. A topological view of the home or business network and all of the networked devices is immediately displayed along with at-a-glance status and a summary of any system alerts. This helps the support technician to save time on discovery and problem identification and move immediately to problem resolution. For the support technician, Pie Tech provides detailed device and network performance information for effective diagnostics and tools that enable remote repair. In addition, Pie Tech captures and stores support actions for reliable customer history and to continuously improve the system knowledge base. Should the customer's network be down or inaccessible, Pie Tech provides the support technician with last known state including a summary of activity that may have caused the network to fail. And Pie Tech goes beyond immediate problem resolution, identifying potential problem areas so that the support technician can provide the customer with proactive preventative care, enabling upgrade, up sell and cross sell opportunities. Pie Tech also integrates existing CRM/help desk solutions. With Pie Tech at their fingertips, no other support provider will be able to provide the same high quality service and support!
Read more about Pie Tech's key features on the detailed features page!
