Incognito Blog

Your source for opinion and insight on network management trends and subscriber experience optimization.

Enhancing Customer Care, Part 5: Make Purchasing a Frictionless Activity

Man paying with credit card on smart phone

In the last part of the series, we looked at the crucial aspects of accurate billing and transparent payment processes and the potential that both of these factors have on subscriber retention rates. But before services are even deployed and a billing cycle can begin, it’s equally important to ensure that the purchasing process is a simple and frictionless endeavour for the customer.

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IPv6: What metrics do you measure in infinity?

By now, most service providers are aware that IPv4 is a limited resource that needs to be used efficiently. Preparations are well underway to move towards an IPv6 future, but for operators who are v6-ready, there is a different problem: how do you know how much of your space is used? The constraints are different, but you still need to know this information. How do you measure the usage of something that is essentially unlimited?

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Why Homegrown Subscriber ID Solutions Limit Problem Solving

Business team brainstorming in office. Marketing plan researching

Most service providers are aware that there needs to be a simple, fast way to identify subscribers. Unfortunately, in reality, mapping IP addresses back to subscribers for identification purposes —  such as lawful interception requests or acceptable use policy violations — can be complicated. It usually involves analyzing data sets, completing manual audits, or reliance on multi-step solutions.

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Get Your Guide to Broadband World Forum 2017

Berlin skyline with Spree river in summer, Germany

Are your ready for the most exciting telecommunications industry event of the year, Broadband World Forum 2017?

We’re thrilled to be attending this year’s conference, where we’ll be set up to show what the future of customer care looks like. Visit the Incognito Software stand, B110, to learn about enabling next-generation customer care experiences on your network and meeting the service activation and quality management needs of your customers.

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Announcing Incognito Network Monetization and Analytics Platform

Today Incognito announces its Network Monetization and Analytics Platform which will amalgamate the best of two existing product lines — Incognito Bandwidth Activity Reporter and Active Broadband, acquired in 2016 — into a single platform that includes network data collection, analytics and policy control. The platform will provide network operators with improved subscriber insights, data-driven capacity planning, congestion management and fair use data plans. All of this will be possible from one single platform, allowing network operators to deploy different solutions as their priorities and environment evolve.

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Your Guide to SCTE Cable-Tec Expo 2017

Denver Cityscape Colorado

It’s only a few weeks until one of the cable industry’s biggest events takes over Denver, Colorado — SCTE Cable-Tec Expo! This year, industry innovators and more than 10,000 professionals will come together at the Colorado Convention Center from October 17 to 20 to ask, “What’s the Next Big Thing?”

We’ve compiled this guide to help you navigate the show and make the most of your time in Denver. Don’t forget to say hello to the Incognito team at booth #1013 and pick up your free copy of the History of Communications poster to discover how the cable industry has matured over the years — and where it’s headed next!

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Managing the Chaos of IoT

IOT Internet of Things concept as vector illustration

We are quickly approaching a world in which most everyday devices will communicate with a vast ecosystem of other hardware that is connected and integrated with the Internet. In fact, we are almost there today.

Right now, anyone can pick up “smart” or Internet-connected lights, Fitbits, home appliances, cameras, and other hardware from the store around the corner at a reasonable price. This is a segment of technology that is continually developing, and will continue to grow rapidly over the next few years as costs decrease and more opportunities flourish.

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Enhancing Customer Care Part 4: Optimize Experiences with Accurate and Transparent Billing and Payment

Parents and kids using laptop and digital tablet in living room

In the previous instalment of the series on Enhancing Customer Care, we covered the Use section of the customer experience lifecycle. This is where operators must proactively ensure that their customers are receiving the services they have paid for, while also deploying the best infrastructure available to meet geographic needs and keep a high level of service quality.

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IoT and M2M, What’s the Difference?

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We’ve heard a lot of talk about the Internet of Things (IoT) and all its benefits for subscribers and service providers alike, but there has been an increasing level of confusion going around the communication service provider industry between IoT and machine-to-machine (M2M) communication. This confusion stems from misconceptions when referring to both the similarities and differences between the two distinct concepts.

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

dsl modem or router

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 often purchase gateways from third parties or redistributors without knowing that the device’s firmware is out of date. When the customer attempts to connect this device to their network, they’re quickly blocked by an error message (or sometimes no message at all) due to expired or unsupported firmware.

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