Incognito's Remote Device Management Solution

Incognito Software Systems has over 30 years of proven broadband device and service management experience, helping global service providers reduce operational costs and deliver a better quality of experience to subscribers.

Incognito offers a remote device management platform that enables service providers to centrally manage and monitor any CPE devices over any network access technology, including fiber, DSL, cable, and fixed wireless. The solution equips service providers with greater insight into their network and services via Incognito's TR-069 Auto Configuration Server and unified digital care channels, helping them to improve the user experience, reduce operational costs, and accelerate innovation around broadband services.

Learn about Incognito's ACS platform

Discover how remote device management in the home network can deliver immediate cost benefits.

Incognito partnered with Analysys Mason to explore the challenges around supporting fixed broadband services, and how remote device management delivers tangible benefits to operators and improves the customer experience.


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What are the challenges service providers face?

In today's high-growth broadband market where service providers are looking to expand their broadband footprint and offer new services in the face of fierce competition, the ability to effectively manage CPE devices remotely is vital to help reduce the costs associated with the activation and support of broadband services, improve time-to-market for new products and services, and deliver a quality broadband experience to customers.

Dealing with legacy device management systems

Using legacy network management platforms for tracking and managing CPE devices in the network will no longer suffice if service providers want to improve operational efficiency and profitability, especially when it comes to customer care and network operations departments to limit technical escalations, truck rolls, and long repair times for network problems.

What's needed for success?

Service providers require a scalable and robust remote device management platform to support the automated lifecycle management of CPE devices across multiple access networks and enable new digital channels for customer care, network operations, and subscribers to manage the broadband experience from a single platform.

Incognito Case Studies

South African Mobile Operator

Rapid LTE Fixed Wireless CPE Rollout

Business Challenges: A leading mobile network operator in South Africa looked to further its position in the market by expanding operations to deliver broadband services over fixed wireless access to customers. A key business challenge faced was being able to introduce new high-speed broadband services as quickly as possible to combat competitive pressures.

Incognito Solution: Thanks to Incognito’s productized platform approach, the operator was able to successfully implement and deploy the solution in seven (7) business days allowing them to accelerate time-to-market for new digital services.

Customer Benefits:

  • The Incognito solution offers a highly scalable, vendor-agnostic device management platform to remotely manage TR-069 standard CPE devices
  • Incognito's advanced remote device monitoring capabilities enable the operator to proactively resolve service quality issues and deliver improved subscriber experiences
  • The operator is able to reduce opex by automating bulk operation tasks, such as firmware updates
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Tier 1 Latin American Operator

Remote Device Management Over Multi-Access Networks

Business Challenges: For this Tier 1 operator, the number one reason for the cancellation of broadband service among customers is poor signal quality and strength. To overcome this challenge, the operator required a robust device management solution to streamline the management and monitoring of CPE devices across its cable, fiber, and fixed wireless networks and improve the customer experience.

Incognito Solution: Incognito's solution aggregates service and device data from across the network to equip customer care teams with at-a-glance KPI reports, helping them accurately monitor performance and signal strength to quickly identify and resolve issues.

Customer Benefits:

  • The operator became equipped with a centralized multi-vendor technology platform, which reduced operational costs in customer support and field technicians
  • With Incognito's solution, the operator is able to gain visibility into remote customer premise equipment, allowing them to improve service quality.
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Tier 1 Operator in Central America

Customer Care and Remote Device Management

Business Challenges: To modernize the costly and lengthy processes related to setting up and managing internet gateways and CPE devices, this operator needed to replace their legacy device management platform with a scalable solution that enables subscriber growth across multiple networks, reduces total cost of ownership, and improves service quality.

Incognito Solution: With Incognito's multi-access solution, the operator is able to support the management and automated provisioning of in-home broadband devices and services over their DSL and GPON networks. Incognito's solution helps shorten time-to-market for CPE rollouts, improve their customers’ in-home network experience, and reduce operational costs. The operator is also leveraging Incognito’s platform to accurately monitor subscriber usage and network quality.

Customer Benefits:

  • Reduced operational costs tied to technical support
  • Visibility into the home network to pinpoint and proactively resolve access or home network issues
  • Automated customer care business flows for remote device management to accelerate issue resolution
  • Improved time-to-market for CPE rollout via flexible device integration
  • Comprehensive analytics tool to support trends analysis and capacity planning
Learn more about Incognito's solution

Incognito Insights

Explore how a scalable and robust remote device management solution can help operators expand their footprint and unlock new revenue opportunities in a high-growth residential market.

Read Incognito's blog

Simplify device management

Simplify device provisioning and lifecycle management with advanced troubleshooting, device monitoring, and bulk operation capabilities, including automated firmware updates, to avoid truck rolls and reduce operational costs.

Reduce the burden on customer care

Reduce call handling time and the need for truck rolls by equipping customer care teams with the tools to remotely troubleshoot issues and accelerate their resolution.

Accurately manage service quality

Advanced collection of network performance and device analytics, combined with real-time reporting, helps proactively monitor service quality, ensure SLAs are being met, and better understand subscriber usage.

Vendor and network agnostic

Regardless of the access technology services are delivered over, monitor and manage multi-vendor devices in real-time using industry standards, including TR-069 and SNMP.

Avoid costly OSS/BSS upgrades

Incognito's solution flexibly integrates with existing OSS/BSS systems using open APIs to augment network diagnostics and expedite the resolution of network issues.

Speed time-to-market

Incognito's turn-key, productized implementation gets you up and running fast.