Posts on ACS

Your source for opinion and insight on the latest trends on ACS.

Give Network Administrators A Zero-Impact Firmware Update Solution

Struggles with the firmware update process are well known by Network Administrators in the cable industry. The copious tasks required to complete an end-to-end firmware update are painstaking and error-prone, often making the investment not worth the time it takes to complete the work. These manual tasks generally include:

  • Discovering the device’s current firmware version
  • Identifying the accurate update path
  • Scheduling the update to ensure subscriber services aren’t interrupted
  • Administering the update
  • Verifying update success
  • Post-update actions, often including error resolution

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UI/UX: Why a Flexible Subscriber Dashboard is the Most Powerful Path Forward

For cable and telecommunication service providers, subscriber self-care dashboards are an essential part of an optimal customer experience. By giving subscribers the ability to adjust settings within the home network, such as WiFi passwords and parental controls, providers are saving operational time and money. However, not all subscribers arrive at a self-care dashboard with the same technical knowledge. This presents a new challenge for service providers, who often end up spending the saved resources on supporting their non-technical users when utilizing the features of a dashboard. Continue Reading

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Improving QoE and QoS with TR-069: Active Monitoring Part 2

In my last blog, we explored how TR-143 consists of two parts — per-CPE network monitoring and network-initiated monitoring — to give operators visibility into network-wide metrics. Let’s dive deeper into how this kind of active monitoring and the full suite of TR-069 specifications can be used to improve quality of Service (QoS) and Quality of Experience (QoE) for subscribers. Continue Reading

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Beyond TR-069: How Active Monitoring Improves QoE for End Users

Subscriber quality of experience (QoE) can be difficult to quantify. A variety of factors both inside and outside the customer premises can affect a subscriber’s service — and unfortunately, not all of these can be controlled. For instance, within the home network, there may be signal blockage or range issues affecting the service of a WiFi connected device, while outside the network there may be channel interference caused by nearby cell towers or even neighboring networks.

How can network operators and administrators adequately understand the factors affecting a subscriber’s QoE if they are unable to see the external factors impacting service quality? Continue Reading

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WiFi QoE Assurance with TR-069 — Part 3: From Single AP to Large AP Deployments

Last week we investigated how rich data derived from TR-069 can be used to optimize the service quality of a single access point (AP) within the subscriber premises.

Often a service provider will control multiple APs within a multi-dwelling unit, university campus, or other public space. This opens up new doors for optimizing service quality — instead of simply optimizing a single AP, you are now able to control other APs in the vicinity as well. Continue Reading

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WiFi QoE Assurance with TR-069 — Part 1: The Toolbox

Subscribers today expect to be connected at all times with exceptional service quality. For communication service providers operating in urban environments, multi-dwelling units (MDUs) are a big cause for concern.

Delivering consistently high WiFi service quality in high-density environments is a challenge. The sheer number of nearby access points, electronics, and outside influences can result in a host of WiFi service quality issues that are difficult to diagnose without visibility into the customer premises. Issues affecting WiFi service quality in MDUs may include: Continue Reading

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5 Easy Ways to Improve Customer Experiences

In last week’s blog, we discovered the importance of customer experiences. We learnt that great customer experience not only keeps revenue flowing, it’s actually an efficient way to strengthen your incoming revenue stream.

In the 2014 American Consumer Satisfaction Index report, ISPs scored lower than all other related industries.

Don’t let this be an indication of your business. Here are 5 easy ways to improve customer experiences: Continue Reading

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Just How Important Are Customer Experiences?

In 2015, mature markets like North America and Western Europe saw Internet penetration exceed 80% (with the United States nearing 90%). This high level of adoption has shifted the focus of service providers across these regions to heavily invest in customer experience management platforms instead of attracting new customers with advertisements. Continue Reading

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