This blog was co-authored with Maik Hassel, Product Manager at Incognito
What are your biggest support costs? For most service providers, maintaining high quality support through a call center can be difficult — and expensive. Although the purpose of a customer service representative (CSR) is to provide assistance to subscribers, containing costs is one of the major goals at most call centers. Continue Reading
In my last blog, we explored how TR-143 consists of two parts — per-CPE network monitoring and network-initiated monitoring — to give operators visibility into network-wide metrics. Let’s dive deeper into how this kind of active monitoring and the full suite of TR-069 specifications can be used to improve quality of Service (QoS) and Quality of Experience (QoE) for subscribers. Continue Reading
Subscriber quality of experience (QoE) can be difficult to quantify. A variety of factors both inside and outside the customer premises can affect a subscriber’s service — and unfortunately, not all of these can be controlled. For instance, within the home network, there may be signal blockage or range issues affecting the service of a WiFi connected device, while outside the network there may be channel interference caused by nearby cell towers or even neighboring networks.
How can network operators and administrators adequately understand the factors affecting a subscriber’s QoE if they are unable to see the external factors impacting service quality? Continue Reading
It’s the gold medal race, the one you’ve been waiting for all day. You and your workmates huddle around the screen, anticipation building as you wait for the start. All eyes are on the favorite, your country’s rising star and the hope of the nation. Continue Reading
Last week we investigated how rich data derived from TR-069 can be used to optimize the service quality of a single access point (AP) within the subscriber premises.
Often a service provider will control multiple APs within a multi-dwelling unit, university campus, or other public space. This opens up new doors for optimizing service quality — instead of simply optimizing a single AP, you are now able to control other APs in the vicinity as well. Continue Reading
As we have seen in the first installment of this series, TR-069 offers unprecedented visibility into the customer premises network to highlight devices beyond the gateway, and in the case of WiFi, the issues affecting service quality. Continue Reading
Subscribers today expect to be connected at all times with exceptional service quality. For communication service providers operating in urban environments, multi-dwelling units (MDUs) are a big cause for concern.
Delivering consistently high WiFi service quality in high-density environments is a challenge. The sheer number of nearby access points, electronics, and outside influences can result in a host of WiFi service quality issues that are difficult to diagnose without visibility into the customer premises. Issues affecting WiFi service quality in MDUs may include: Continue Reading
In last week’s blog, we discovered the importance of customer experiences. We learnt that great customer experience not only keeps revenue flowing, it’s actually an efficient way to strengthen your incoming revenue stream.
In the 2014 American Consumer Satisfaction Index report, ISPs scored lower than all other related industries.
Don’t let this be an indication of your business. Here are 5 easy ways to improve customer experiences: Continue Reading
In 2015, mature markets like North America and Western Europe saw Internet penetration exceed 80% (with the United States nearing 90%). This high level of adoption has shifted the focus of service providers across these regions to heavily invest in customer experience management platforms instead of attracting new customers with advertisements. Continue Reading
Subscribers today expect to be connected at all times. Whether you’re relaxing at home, eating lunch in a cafe, or even sitting in the car on a road trip with your family, it’s never been more important to be able to get online.
Worldwide, 46% of total mobile data traffic was offloaded onto the fixed network through WiFi in 2014. By 2016, more traffic is expected to be offloaded from cellular networks onto WiFi than what remains on cellular networks. WiFi connectivity is increasingly common in new cars, WiFi- only phones are now a reality, and this trend towards expecting an Internet connection anywhere, at any time, is likely to continue in the future. Continue Reading