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
Visibility into usage habits and trends makes it easier to understand what new products should be offered, and to whom. With the right solution, you can identify when a customer should be offered a different package or media access, or a trial upgrade to better suit their bandwidth utilization history, traffic hours, traffic type, and subscriber type (business or residential). Continue Reading
Let’s face it, providing broadband services is more than just provisioning a gateway. No gateway is the same, provides the same management interfaces, or supports the latest protocol of the respective access technology. Beyond the various nuances at the end of the day, there are specific business drivers that need to be solved: be it providing a new MPLS circuit, activating community WiFi, provisioning telephony, enabling a new service, or providing proactive care. Today’s operators are keenly aware of the need for service agility. Automation is key to ensuring agile and reliable service. Continue Reading
Converged access networks are becoming the norm for today’s communication service provider (CSP), as the traditional wireline and fiber operators look to support the changing needs of their customers in an increasingly wireless world. What does a converged network look like for the subscriber when it includes a transparent layer offering seamless handoff between wireless and wired access? How does the CSP provide that seamless world between the wireless access within the home and abroad? Continue Reading
There’s only one week to go until FTTH Connect unleashes on Nashville, Tennessee. For anyone looking for faster service fulfilment or who have questions about building a fiber strategy, this event is an opportunity to learn about FTTH connectivity from across the world.
The Incognito team is excited to be exhibiting our fiber solution at FTTH Connect this year. We’ve put together this guide to the show and city to help you make the most of your stay. Continue Reading
Over the years, many communication service providers will build up their information systems bit by bit. Every so often as new services are required, a new process and vendor product is installed. Several years later, there can be many legacy processes and vendor products chosen and designed by many different people. Continue Reading
You don’t always need to dazzle consumers — but you do need to deliver what they want, when they want it, or else risk being left behind. The crux of service activation is to provide requested services to the subscriber in the shortest possible timeframe. The rise in multi-play service offerings can sometimes make this goal difficult, with service fulfilment involving multiple back-end components, including billing, provisioning, activation, monitoring, and diagnostics, as well as different technology types. Continue Reading
Key industry trends — like SDN, NFV, vCPEs, CCAP, TR-069, bandwidth congestion management, and converged service orchestration — are set to change the way communication service providers maintain operations throughout the world. With such constant change, keeping up-to-date and understanding all the latest innovations is starting to become a full-time job. And let’s be honest — introducing next-generation multi-service, multi-device hardware and software systems into existing operations is a confusing and cumbersome task. Continue Reading
Are you like me, fed up with paying for more than 500 channels of TV but only watching a couple of them? And that’s only if I can actually find a couple of hours to sit down in front of a TV during a busy work week.
Well, maybe there’s help on the way.
Innovation in the broadband space is no longer driven by operators, tech companies, or standards bodies. It’s driven by consumer wants.
Service providers are being propelled forward by the consumer adoption of the Internet of Everything (IoE), and consumers want their providers to do more: they want immediate access to their favourite television programming. Continue Reading