Digital Experience Solution

Next-generation device management and data collection solution to boost operational efficiency and launch compelling IP service offerings.

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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, as well as maintain always-on connectivity for complex voice, video, and data services.

The Incognito Digital Experience Solution leverages Incognito's widely-deployed TR-069 Auto Configuration Server, which features TR-369 User Services Platform support, to equip service providers with a unified platform to remotely manage in-home networks and devices, resolve subscriber connectivity issues, cut down on operational support costs, and launch innovative high-ARPU services. Incognito's DX solution supports various deployment options, including on-prem and cloud-based, to meet the demands of any service provider.

Digital Experience – On-premise

Digital Experience SaaS – Cloud-based ACS

Manage devices and Wi-Fi networks with a scalable 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 TR-069 ACS and TR-369 USP support to drive quality of experience and launch new connected home services.

Features

Holistic remote device management for TR-069 and TR-369 on a multi-tenant platform
Quality of experience Home Score for Wi-Fi performance
Self-care digital channels
CSR automated troubleshooting
Service Quality Manager for proactive broadband performance measurement
Enhanced visibility and control of full device lifecycles
Automatic firmware upgrades
Robust near-real-time network monitoring and device alerts, KPI analytics, and reporting
Big data telemetry for always-on connectivity and Wi-Fi optimization
Android TV STB management
Third-party application catalog for USP services, such as in-home network security, speed tests, and Wi-Fi optimization

DX On-prem

Cloud-based device management

Incognito's DX SaaS Solution equips service providers with a cloud-based Auto Configuration Server platform to remotely monitor and manage devices in a lightweight, 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 TR-069 and TR-369 device management needs.

Features

Full-featured, standards-based ACS with USP controller support
CSR automated troubleshooting and QoE Home Score
Wi-Fi Home Score to ensure subscriber QoE
Near-real-time network monitoring, alerts, and KPI analytic dashboards
Uber scaling
Proactive speed and latency testing
API interfaces easing B/OSS integrations

DX cloud connectivity

Customer Care

Network Operations

Field Engineering

Subscriber Self-care

Complex home Wi-Fi networks with numerous connected 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 limit escalations to technical staff. The Incognito Digital Experience Solution features a CSR Dashboard that:

Provides CSR operational tools to remotely perform device reboots, speed tests, and scans
Mitigates manual intervention using device management business process automation
Provides at a glance validation of service quality vs. subscriber plan, augmented by BSS layer integration

Assets

Quantify the Value of Introducing Digital Channels for Residential Broadband
Download Report ⟩

Connectivity for All With Fixed Wireless
Learn More ⟩

Incognito Insights on User Services Platform
Learn More ⟩

There is increasing pressure on network operations and engineering 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 within the subscriber's broadband network.

Incognito Service Quality Manager module:

Enables lightweight speed test using TR-143 protocol to test upload and download broadband connection quality
Provides on-demand and scheduled functions – key to enabling CSR and network operations troubleshooting
Aggregates data for additional trend analysis

Incognito KPI Dashboard module:

Aggregates service data from any part of the network – access network, home or small business Wi-Fi
Normalizes data into service quality metrics aligned to business KPIs

Assets

Quantify the Value of Introducing Digital Channels for Residential Broadband
Download Report ⟩

Connectivity for All With Fixed Wireless
Learn More ⟩

Incognito Insights on User Services Platform
Learn More ⟩

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 or business 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.

For service providers who are looking to reduce operational costs with the introduction of digital channels, Incognito's solution:

Empowers field service technicians with applications to validate speed and experience while on-site
Seamlessly integrate with existing BSS systems

Assets

Quantify the Value of Introducing Digital Channels for Residential Broadband
Download Report ⟩

Connectivity for All With Fixed Wireless
Learn More ⟩

Incognito Insights on User Services Platform
Learn More ⟩

Many end-users want more flexibility and control over the in-home or small business 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 Wi-Fi diagnostics.

Assets

Quantify the Value of Introducing Digital Channels for Residential Broadband
Download Report ⟩

Connectivity for All With Fixed Wireless
Learn More ⟩

Incognito Insights on User Services Platform
Learn More ⟩

Asian Service Provider

European Galaxy Operator

Latin American Operator

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.

Customer IT support

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.

Group of people working

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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