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Vancouver, Canada – April 25, 2018 – Incognito Software Systems, a global provider of device and service management solutions for digital service providers, today introduced the Digital Home Experience Solution. The new offering enhances the existing Incognito Auto Configuration Server with improved digital channels, and analytics to address service quality challenges associated with complex, multi-device home WiFi networks. In production with a Tier 1 service provider, the solution is accelerating technical problem resolution, reducing operational costs with fewer truck rolls, while improving customer satisfaction.
“Digital transformation in the home network is accelerating, as service providers look to eliminate friction points such as how to automate the resolution of service quality issues,” said Anil Rao, Principal Analyst, Analysys Mason. “It is in this context that Incognito’s new Digital Home Experience Solution is relevant. Communication service providers are investing in such solutions to boost customer satisfaction, deliver tangible operational efficiencies and potentially, enhance the customer experience index, in the highly competitive residential broadband market.”
Deployed at a Tier 1 Asia-Pacific service provider offering residential broadband services over fiber, DSL, and fixed LTE technologies, the Incognito solution is empowering customer service representatives (CSRs) by automating troubleshooting paths to easily resolve technical home WiFi issues for their residential subscribers. The solution has also been selected by triple-play broadband providers in Europe and Latin America to reduce the burden on customer care, and give network operations teams holistic insight into the home network to easily pinpoint problems and automate resolution, often before service quality is impacted.
The new solution extends the industry proven Incognito Auto Configuration Server with new capabilities that digitize operations and customer channels including:
“More than 80% of technical issues happen in the home WiFi network behind customer premise equipment (CPE) such as routers and set top boxes. With home WiFi supporting more Internet and smart home devices from various vendors, the impact is being felt on service quality. This means more calls into customer care who aren’t equipped to troubleshoot effectively, and need to escalate to field engineering,” said Ann Hatchell, Chief Marketing Officer at Incognito. “The Digital Home Experience Solution empowers network operations and customer care, and uniquely offers the home user automated troubleshooting paths to easily resolve technical issues. This means happier customers and a significant improvement in operational efficiency.”
Incognito Software Systems Inc. provides service orchestration software and services that help digital service providers manage the next-generation broadband experience. Over 200 customers worldwide, including Claro, Cox, Digicel, Globe, and Orange, leverage Incognito solutions to fast-track the introduction of innovative broadband services over fiber, cable, fixed wireless technologies, while delivering a great customer experience. The company is a division of the Lumine Group, a portfolio of Constellation Software Inc., the largest independent software company in Canada. Visit www.incognito.com or follow us on LinkedIn and Twitter.