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
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.
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
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.
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. Continue Reading
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
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
In last week’s blog, I covered the customer lifecycle, which includes two essential categories: Customer Service and Retention.
According to research with Tier 1 partners, we discovered several themes that fall under the categories of Customer Service and Retention, such as agent handling practices, issue resolution times, and retention efforts. The work an operator conducts to optimize these essential components of the services lifecycle are directly related to quarterly churn rates. Continue Reading
Customer care is an extremely complex challenge. From a Network Engineering perspective, it is a purely mechanical challenge. From a Sales and Marketing perspective, it’s a correlation between perceived and delivered value. From the Customer Service Representative (CSR) perspective, it’s emotional alignment and affability with a customer.
With all these complex perceptions of customer care, how do we truly enhance customer care practices? Continue Reading