Complexity in the digital home network continues to accelerate, with the average number of connected devices per household expected to jump from 11 to 15 devices by 2030. Multiple connected devices, including smart home technology and devices not currently managed by CSPs, are sharing the same broadband network resulting in connectivity issues and poor Wi-Fi coverage. The impact is felt by customer care, network operations, field engineering, and the home user. To reduce operational costs and deliver a consistently high digital experience, broadband providers need:
The Incognito Digital Experience Solution 2.0 simplifies the resolution of network and device connectivity issues that impact the digital experience for consumers, enterprises and IoT devices. The Incognito solution is proven in Tier 1 CSP environments to empower CSR agents, network operations staff, field technicians, and customer premise network (home/small office/home office) users to troubleshoot and resolve issues automatically.
Digital Experience Solution 2.0 features unified support for Incognito's widely deployed and proven Auto Configuration Server supporting TR-069, SNMP, DOCSIS, and MQTT protocols, and USP controllers based on Broadband Forum’s User Services Platform standard. These are augmented by value-added modules to introduce digital-care channels for home users, customer care, network operations and field engineering. This unified approach enables support for next-generation TR-369 devices, with continued support for TR-069 and current devices enabled through the Incognito Auto Configuration Server and value-added product modules.
of residential customers call in for technical support
of these calls are escalated to senior network operations personnel
of customer support calls result in a truck roll—and resolution in days
Complex home Wi-Fi networks with numerous internet devices are presenting new challenges for customer service representatives (CSRs) who need to resolve technical issues for residential broadband customers. With more than 8% of users calling in for technical support, the pressure is on to quickly resolve home user complaints, reduce the burden on customer care, and escalations to technical staff. The Incognito Digital Experience Solution 2.0 features a CSR Dashboard that:
Many home users want more flexibility and control over the in-home network, including the ability to resolve technical issues and manage preferences. Incognito offers subscriber self-care widgets that can be easily integrated into your existing customer portal or app to provide a one-stop-shop for all customer care needs including automated troubleshooting of common problems like password resets, changing Wi-Fi channel and security settings, managing connected devices, and performing speed tests and simple diagnostics.
There is increasing pressure to deliver a great service experience, including assessing the in-home network before and after a service call. Field technicians lack the tools to scan home Wi-Fi upon arrival and following completion of installation to avoid another truck roll. Service providers who rely on outsourced technical support also need comparable tools to measure the performance and quality of the outsourced services to ensure SLAs are met.
Incognito offers a widget that performs home network scans before and after installation, which is easily accessible from any mobile device.
There is increasing pressure on network engineering and operations teams to improve the quality of experience of the home Wi-Fi network. Incognito offers proactive tools and performance analytics to accelerate technical problem resolution, with visibility into the home network to analyze data and perform diagnostics for all of the devices that share the home broadband network.
A critical element of their digital transformation strategy, a Tier 1 service provider in Asia needed to address the rising cost of technical support calls into customer care, and increased truck rolls. This service provider needed a multi-access technology solution to support residential services over DSL, fiber, and LTE fixed-wireless access. To shrink the average handle time for customer support calls related to home network issues and improve quality of experience, the operator wanted to automate and digitize the interactions between call center agents and home broadband users.
By leveraging the Incognito solution, the service provider was able to reduce CSR call handling times by 30% and reduce truck rolls by 50%. The increase in successful first-time call resolutions by customer care also contributed to higher customer satisfaction.
To improve the quality of experience for LTE fixed-wireless residential customers, a Tier 1 European galaxy service provider required an innovative solution for two affiliate markets to remotely manage devices on the customer premises, and quickly resolve technical issues.
The Incognito Digital Experience Solution 2.0 empowered this service provider with extensive analytic and diagnostic capabilities to proactively and remotely manage devices serving the in-home network, reduce CPE device swap rate, and gain business intelligence from device and WAN analytics to drive network planning.
To support next-generation broadband services, a Tier 1 service provider in Latin America was looking to improve device management, as well as the lifecycle management of services, across a range of access technologies by consolidating into a single platform.
Thanks to the Incognito Digital Experience Solution 2.0, the operator was able to unify and automate the management of CPEs across the network, thus reducing troubleshooting time, improving the overall experience for customers, and lowering operational costs.