Posts on Automation

Find out where you can streamline business processes and improve technical efficiencies.

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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Benefits of a Service Repository: Faster Service Configuration and Improved Subscriber Tracking

In the current environment of fast evolving market demands, service providers must be able to react quickly when deploying new services or they risk playing catch up with their competition. Subscribers will always want new dynamic service options as fast as possible, and having the ability to configure service offerings from an OSS platform within seconds ensures that operators are providing a high quality of experience. Continue Reading

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Why Integrating IPAM Matters and How to Achieve It

IPAM solutions are the source of truth for IP resources on the network, but when performing IPAM functions such as assignments, reconciliations, DNS updates, network plans, or Regional Internet Registry (RIR) requests, IPAM is often limited by its integration with an OSS. Operational teams often find it challenging to complete routine tasks without an integrated IPAM solution due to siloed data pools and swivel-chair environments. Continue Reading

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Webinar Invitation: How to Solve Firmware Update Challenges

New firmware images are released on a weekly basis to add new functionality, patch security holes, increase stability, and improve broadband performance. However, updating firmware on gateways is renowned across the broadband industry as a time consuming and error-prone process — often resulting in upset customers and increasing the number of complaints to the help desk.

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

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. Continue Reading

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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? Continue Reading

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Why Homegrown Subscriber ID Solutions Limit Problem Solving

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. Continue Reading

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

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. Continue Reading

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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 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. Continue Reading

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