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
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
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will often purchase gateways from third parties or redistributors without knowing that the device’s firmware is out of date.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
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
This blog was co-authored with Patrick Kinnerk, Senior Product Manager at Incognito.
Cable modem fraud can be a major source of revenue leakage for service providers. A recent study found that communication service providers lost $3 billion dollars worldwide due to cable modem cloning and fraudulent practices.
To combat this problem, device provisioning solutions include mechanisms to prevent loss — but what do you really need to protect your bottom line? Continue Reading
Initial adoptions of DOCSIS 3.1, the highly-anticipated CableLabs specification update packing 10x capacity increases over its predecessor, have already stirred up the global broadband community. Major MSOs such as Comcast, TDC-Denmark, and Cox have started initial implementations, paving the way for service providers that look to embark on a long and storied journey with the latest catalyst in broadband network innovation. In July 2016, Australia’s National Broadband Network (NBN) announced their plans to upgrade their hybrid fiber-coaxial (HFC) network with the specification. Continue Reading
There are many ways that fraud can appear in your network. Our focus today will be on cable modem cloning and its affect on your bottom line, as well as the quality of service (QoS) impacts that fraud has on your legitimate end users.
Let’s start with the basics: what does cable modem cloning mean? Continue Reading
Last week I talked about the importance of fast-tracking DOCSIS firmware updates. But from a cost perspective, do you know how much are you spending annually on DOCSIS firmware management? For too many service providers, the answer is no. Continue Reading
In today’s high-speed IP services environment, network administrators often rely on manual steps to complete the complex business processes that ensure device and network health. One of the most tedious tasks for network administrators is managing and updating firmware across a wide network of end-user DOCSIS gateways.