As we come full circle on the topic of Enhancing Customer Care we get to one of the most challenging and crucial aspects of the Customer Lifecycle: Discover.
Long before Retention and Customer Service, Use, Bill and Pay, and Purchase, comes Discover. An operator may have the best infrastructure backbone, the best community involvement, or the best Netflix ratings on the market; but all of that is meaningless if nobody has signed up to the services — or understands why they should. Continue Reading
As a communication service provider (CSP), you can never have enough network capacity. Subscriber demand for online video, gaming, and communications services is driving an increasing demand for network bandwidth that will continue to grow for the foreseeable future. Not only is the video consumer population growing, new video codecs like 4K HDR will greatly increase the bandwidth required to deliver high quality streams. New applications like 8K video and Virtual Reality will require an order of magnitude more bandwidth than today’s online games and movies. Continue Reading
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.
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 equally impactful to the state of customer experience is how customers are using the services purchased. For the operator, this means proactively ensuring that customers receive the services they have paid for — the promised up/download speeds and bandwidth allotments, connection reliability and predictable service are being delivered. Continue Reading
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 bring massive sales, huge increases in bandwidth consumption, and dramatic shifts in subscriber quality expectations. This is an exciting time for broadband service providers, but it’s essential to consider what implications VR will have on your organization. Continue Reading
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. Continue Reading
As broadband markets mature, churn becomes the critical metric for network monetization. Studies have shown that cost and billing are a key churn driver, representing 40% of subscriber attrition. Other studies have shown that half of these subscribers feel they are not receiving “value for money” and hope to find that value by moving to another service provider. Continue Reading
Net Neutrality regulations within the United States have been a topic of much debate over the past decade, and it’s recently come to the front page of major news outlets again. With a new FCC chair in place, and already some Internet regulatory changes being pushed down the pipeline, broadband providers and subscribers alike are scrambling to discover what the future holds for Internet access and user rights.
Follow the link below to read commentary from Incognito CEO Stephane Bourque on what broadband providers and their subscribers can expect to see from the coming changes to Net Neutrality rules:
Unlimited mobile data is seeing a resurgence, with all major carriers in the USA offering some form of unlimited services. Looking at these next generation unlimited services reveals innovation lessons that are relevant to fixed broadband providers who are attempting to address exponential growth in bandwidth consumption. Continue Reading
2016 has been a dynamic year for network service providers. We’ve compiled a number of articles regarding the current state and future outlook of broadband service innovation. Let us know what you think of 2016 and what you are thinking about for service innovation in 2017.
Learn more about how Active Broadband can enable service innovation with policy and charging control at http://www.incognito.com/products/active-broadband/. Continue Reading