Support Plug-and-Play with On-Boot Firmware Updates

Have you ever purchased a new electronic device, taken it home, excitedly unwrapped it and switched it on, only to discover that something is wrong and you need to phone customer support? This scenario is all-too-common in the broadband services industry, and unfortunately, it’s usually the service provider who takes the blame. New customers will … Continue reading “Support Plug-and-Play with On-Boot Firmware Updates”

Reduce Churn with Better Visibility Over Your Service Activation Processes

How much visibility do you have over service activation processes? For many service providers, the answer to that question is bleak. The sad truth is that visibility over service activation processes, including errors and misconfigurations, is lacking in many Tier 3, Tier 2, and even Tier 1 organizations. Today’s operators often turn to multiple siloed … Continue reading “Reduce Churn with Better Visibility Over Your Service Activation Processes”

Enhancing Customer Care, Part 3: Broadband Experience and the Outside Plant

In the last part of my series on Enhancing Customer Care, I described the essential role of the customer call center, which directly affects the Customer Service and Retention stages of the customer lifecycle model. Both of these stages are immediately impactful to a subscriber’s quality of experience (QoE) whenever a service issue occurs. What’s … Continue reading “Enhancing Customer Care, Part 3: Broadband Experience and the Outside Plant”

Broadband Providers: What Are The Implications of Virtual Reality?

Broadband service providers take note, personal virtual reality (VR) platforms are going to reshape the industry sooner than you think. We’ve seen a constant stream of VR-related news coming from major industry tradeshows, online broadband publications, and even broadband CEO blog posts. I’ll try to generalize their comments succinctly: personal VR platforms are expected to … Continue reading “Broadband Providers: What Are The Implications of Virtual Reality?”

Enhancing Customer Care, Part 2: Customer Service and Retention

In last week’s blog, I covered the customer lifecycle, which includes two essential categories: Customer Service and Retention. According to research with Tier 1 partners, we discovered several themes that fall under the categories of Customer Service and Retention, such as agent handling practices, issue resolution times, and retention efforts. The work an operator conducts … Continue reading “Enhancing Customer Care, Part 2: Customer Service and Retention”

Enhancing Customer Care, Part 1: The Customer Lifecycle

Customer care is an extremely complex challenge. From a Network Engineering perspective, it is a purely mechanical challenge. From a Sales and Marketing perspective, it’s a correlation between perceived and delivered value. From the Customer Service Representative (CSR) perspective, it’s emotional alignment and affability with a customer. With all these complex perceptions of customer care, … Continue reading “Enhancing Customer Care, Part 1: The Customer Lifecycle”

Your Guide to CableLabs Summer Conference 2017

We’re less than a month away from one of the year’s most technically insightful industry tradeshows, CableLabs Summer Conference 2017 in Keystone, Colorado. Our team is excited to be attending this year’s conference, where we’ll have the latest broadband solutions on display. Meet with us to discuss optimizing your provisioning platforms, uncovering new monetization opportunities, … Continue reading “Your Guide to CableLabs Summer Conference 2017”

A Brief History Of Data Communications

Data communications technology evolves at a rapid pace — it’s hard to keep up! See the different people and learn about the various devices that helped shape how we communicate through the Internet today, in the Incognito Infographic: A Brief History of Data Communications

End of the Big Dumb Pipe Era

There is no doubt that technology innovation over the past 15 years has driven the broadband industry. From dial-up to DOCSIS 3.1, ADSL to GPON, and GPRS to LTE — the key to service provider success has been the ability to increase speeds at least one order of magnitude with each new generation.