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Digital Experience Solution

Incognito's Digital Experience solution offers service providers next-generation device management and data collection capabilities to boost operational efficiency with unified Auto Configuration Server and User Services Platform support.

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With the explosion of connected devices in the residential and small-business network, broadband service providers face new pressures to resolve even more technical issues, which often result in inbound calls to customer care and costly truck rolls, as well as maintain always-on connectivity for complex voice, video, and data services.

The Incognito Digital Experience Solution leverages Incognito's widely-deployed Auto Configuration Server and features User Services Platform support to equip service providers with a unified platform to remotely manage in-home networks and devices, resolve subscriber connectivity issues, and cut down on operational support costs. Incognito's solution supports a variety of deployment options, including on-prem and cloud-based, to meet the demands of any service provider.

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Subscriber Self-Care Widgets

Improve the customer experience by giving customers more control over their in-home Wi-Fi network.

Empower subscribers with home network self-care widgets

Incognito Digital Experience Product Line

Digital Experience Image

Manage devices and Wi-Fi networks with Incognito's Digital Experience Solution

Incognito's Digital Experience Solution equips operators with a next-generation remote device management platform, featuring uber-scaling capabilities, enhanced analytics, and a unified approach to device management with ACS and USP support, to ensure quality of experience.

Features

  • Unified remote device management
  • Self-care digital channels
  • Service Quality Manager for proactive broadband performance measurement
  • Enhanced visibility & control of full device lifecycles
  • Firmware upgrades
  • Robust KPI monitoring, analytics, and reporting

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DX SaaS Image

Manage your devices with Incognito's cloud-based DX SaaS Solution

Incognito's DX SaaS Solution equips service providers with a cloud-based Auto Configuration Server platform to remotely monitor and manage devices in a light-weight, cost-effective model. With Incognito's solution, service providers can take advantage of faster deployment times and lower investment costs with pay-per-use pricing for their device management needs.

Features

  • Full-featured, standards-based ACS with User Services Platform controller support
  • Streamlined monitoring dashboards
  • Near real-time analytics
  • Uber scaling
  • Proactive speed & latency testing
  • API interfaces easing B/OSS integrations

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Did you know?

8%+
of residential customers call in for technical support

80%+
of these calls are escalated to senior network operations personnel

32%+
of customer support calls result in a truck roll—and resolution in days

Incognito Connected Home Whitepaper

Quantify the value of introducing digital channels for residential broadband

Download the white paper from Incognito and Analysys Mason to learn how operators can save millions of dollars in OPEX by introducing automation and digital channels for customer care.

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Digital Experience Case Studies

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 Incognito's 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 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, 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.

 
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