Incognito Blog

Your source for opinion and insight on network management trends and subscriber experience optimization.

Enhancing Customer Care, Part 6: Discover

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.

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Give Network Administrators A Zero-Impact Firmware Update Solution

Customer service executives working in call center

Struggles with the firmware update process are well known by Network Administrators in the cable industry. The copious tasks required to complete an end-to-end firmware update are painstaking and error-prone, often making the investment not worth the time it takes to complete the work. These manual tasks generally include:

  • Discovering the device’s current firmware version
  • Identifying the accurate update path
  • Scheduling the update to ensure subscriber services aren’t interrupted
  • Administering the update
  • Verifying update success
  • Post-update actions, often including error resolution
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Preserving Network Capacity With Network Policies

Service Satisfaction Indicator

As a communication service provider (CSP), you can never have enough network capacity. Subscriber demand for online video, gaming, and communications services is driving an increasing demand for network bandwidth that will continue to grow for the foreseeable future. Not only is the video consumer population growing, new video codecs like 4K HDR will greatly increase the bandwidth required to deliver high quality streams. New applications like 8K video and Virtual Reality will require an order of magnitude more bandwidth than today’s online games and movies.

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UI/UX: Why a Flexible Subscriber Dashboard is the Most Powerful Path Forward

Concept of personal electronic subscription with different capabilities

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.

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

Video Call Chatting Communication Concept

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.

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Benefits of a Service Repository: Faster Service Configuration and Improved Subscriber Tracking

Call center worker accompanied by her team.

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.

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Why Integrating IPAM Matters and How to Achieve It

Business woman touching the screen of the mechanical gear

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.

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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

Man paying with credit card on smart phone

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.

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