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Insight Communications Selects ARRIS ServAssure(TM) Advanced for DOCSIS Customer Experience Management

SUWANEE, Ga., Jan. 31, 2011 /PRNewswire via COMTEX/ --

ARRIS (Nasdaq: ARRS) today announced that Insight Communications has chosen ARRIS ServAssure Advanced Performance Management Software to improve their subscribers' experience with DOCSIS based network services. Insight is the country's 9th largest cable MSO, with over 760,000 subscribers in KY, IN and OH.

ServAssure Advanced provides customer experience monitoring and performance tools to optimize the quality and capacity of DOCSIS(R) networks. More precise monitoring enables substantial improvements in available bandwidth and customer quality of experience (QOE), resulting in as much as 50-80% reductions in new trouble calls and 40-65% reductions in repeat trouble calls. ServAssure Advanced offers operators the ability to proactively address network and customer service assurance while reducing mean-time-to-repair (MTTR). These diagnostics, and expert recommendations provided by ServAssure Advanced, help operators improve customer satisfaction, increase network capacity and reduce operational costs with minimal CAPEX.

"We are committed to ensuring the highest possible degree of customer experience," said Ishmel Goodrum, Insight Senior Vice President of Network Operations. "We compared the network and service assurance solutions that are currently available and chose ARRIS ServAssure Advanced because it offers comprehensive assurance features in a modular offering. We can deploy ServAssure Advanced across our organization, adding consistency, flexibility and efficiencies to our network operations."

Insight Communications will also deploy ARRIS HouseCheck, which automatically collects critical device and network performance data associated with the specific service at the time of installation and immediately displays these parameters to the installer via a standard hand-held device. In addition, HouseCheck forwards and stores the data for on-going access by customer service representative, dispatchers, engineers, and the network operations centers. HouseCheck is available as a turnkey solution to customers who have deployed both ServAssure Advanced and ARRIS WorkAssure(TM) Workforce Automation.

"We are honored to be able to provide Insight Communications with these proven Assurance tools to help them achieve the rigorous customer service standards they have set for themselves," said ARRIS Media Communication Systems President Bryant Isaacs. "ARRIS ServAssure HouseCheck is an excellent complement to ServAssure Advanced and offers a comprehensive solution for cable systems looking to simplify the identification of in-home problems before the technician leaves the customer premises."

For more information on ServAssure, please visit:


ARRIS is a global communications technology company specializing in the design, engineering and supply of quad-play broadband services for residential and business customers around the world. The company supplies broadband operators with the tools and platforms they need to deliver reliable telephony, demand driven video, next-generation advertising and high-speed data services. Headquartered in Suwanee, Georgia, USA, ARRIS has R&D centers in Suwanee; Chicago, IL; Kirkland, WA; Beaverton, OR; Wallingford, CT; Waltham, MA; Cork, Ireland; and Shenzhen, China, and operates support and sales offices throughout the world. Information about ARRIS products and services can be found at

About Insight Communications

Insight Communications is currently the ninth largest cable operator in the United States with approximately 766,200 customer relationships in the three contiguous states of Kentucky, Indiana and Ohio. Insight offers bundled, state-of-the-art video, high-speed Internet and voice telephony services to residential and business customers and delivers cn|2, a new kind of news and information network, to all of its Kentucky customers.