Customer Network Experience Management

Customer Network Experience Management

Seamless Quality of Experience: From Subscriber Onboarding to Self-Care

Communication service providers of all sizes across the globe today face the same challenge — how to retain customers and improve the subscriber experience without increasing costs?

Move beyond device management to manage the full service lifecycle and create a seamless quality of experience for your subscribers. This requires visibility into the customer premises network to collect rich data and diagnostics information, proactively identify service issues before subscribers are impacted, and quickly resolve any problems.

Does your customer care solution offer comprehensive remote management, proactive service monitoring, automated troubleshooting flows, and multi-channel management?

Embrace the next generation of customer care and move beyond simple device management. This comprehensive solution streamlines the entire lifecycle of broadband services, from onboarding to proactive monitoring, data collection, and customer care. Learn more by downloading the fact sheet.

Download the Fact Sheet

Discover Comprehensive Customer Network Experience Management

Boost your retention rates and enhance the subscriber experience with an end-to-end solution that manages every step in the customer journey. Incognito offers service providers unprecedented visibility into the customer premises network and wider QoE influences through proactive monitoring and KPI data collection. Incognito’s Customer Network Experience Management solution offers remote device management, automated troubleshooting flows, utilization trending, and multi-channel management options enable faster issue resolution, lower OPEX, and a better end-to-end customer experience.

Incognito Customer Network Experience Management is a vendor and network-agnostic solution based on industry standards including TR-069, SNMP, OMA-DM, and various IoT protocols.

What could you achieve with comprehensive Customer Network Experience Management?

Enhance QoE with Proactive and Reactive Service Assurance

Enhance QoE with Proactive and Reactive Service Assurance

Proactively manage and prevent subscriber quality of service (QoS) issues with remote device monitoring and network-wide key performance indicators, or offer value-added services such as WiFi optimization. Should issues arise, gain enhanced visibility into the customer premises network to enable faster problem resolution, distinguish between issues inside and outside the customer premises, and reduce the need for truck rolls for common quality issues, such as WiFi interference.

Streamline Issue Resolution

Streamline Issue Resolution

Further enhance the subscriber experience with streamlined troubleshooting for non-technical customer service representatives. The SmartCSR module combines a fully configurable root cause analysis flow with an integration platform that pulls data from multiple OSS/BSS sources to offer guided troubleshooting for well-known issues. Customer issues can be resolved faster with enhanced visibility that makes it easier to distinguish between problems inside and outside the customer premises.

Utilize Data Analytics for Smarter Planning

Utilize Data Analytics for Smarter Planning

Leverage the data on your network with real-time reporting on a per-device and network-wide basis. Data collection enables you to understand your subscriber usage habits, improve service quality, and even create more targeted marketing and sales strategies for the future.

Simplify Device Management

Simplify Device Management

Protect subscribers from device issues by ensuring that their devices always have the latest firmware and correct configurations. Simplify mass updates with scheduled service windows that reduces downtime for customers.

Reduce OPEX and Empower Subscribers with Self-Service Capabilities

Reduce OPEX and Empower Subscribers with Self-Service Capabilities

Dramatically reduce reliance on OPEX-heavy truck rolls and inbound phone calls. Empower your subscribers with responsive web and mobile self-service portals where they can set up WiFi connectivity on their own devices, perform basic troubleshooting, and modify certain wireless parameters without contacting a CSR

Provide a comprehensive experience to improve subscriber satisfaction and offer:

  • Simplified device management and firmware management
  • Proactive support with insights and control of home and IoT networks
  • Fast service fulfillment that reduces new service time-to-market
  • Vendor-agnostic, standards-based solution for any access network
  • Simple and accurate issue resolution with guided troubleshooting flows for customer service representatives
  • Lower OPEX with subscriber self-care options, active portals, and streamlined service quality management that reduces customer calls

Request more information on our Customer Network Experience Management solution.

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