Posts on QoE

Your source for opinion and insight on the latest trends on QoE.

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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How a DNS Proxy Service Can Reduce the Risk of VoIP Service Downtime

Consumers are embracing VoIP services now more than ever as they get used to calling over Internet application services such as Skype, Facetime, and Google Hangouts. Market Research Store predict that the global value of the VoIP services market is expected to reach above USD140 billion in 2021, representing a compound annual growth rate of above 9.1% between 2016 and 2021. 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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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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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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Managing the Chaos of IoT

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

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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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Reduce Churn with Better Visibility Over Your Service Activation Processes

How much visibility do you have over service activation processes?

For many service providers, the answer to that question is bleak. The sad truth is that visibility over service activation processes, including errors and misconfigurations, is lacking in many Tier 3, Tier 2, and even Tier 1 organizations. Today’s operators often turn to multiple siloed systems when attempting to ensure that services are activated accurately, on time, and are working as promised. Continue Reading

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