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Digital Experience Solution 2.0

Features next-generation device and services support for Broadband Forum User Services Platform (USP).

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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:

  • Visibility into the in-premise network (home/small office/home office) to proactively identify and resolve issues that impact the broadband experience
  • New digital channels to automate troubleshooting by customer care, network operations while empowering home users and enterprise providers of IoT services with self-care
  • Solutions that offer dual support for TR-069 devices and User Services Platform support for next-generation TR-369 devices and services
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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

Digital Experience Solution 2.0 Overview

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.

 

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Extensible support for devices and services over fiber, xPON, cable, and fixed wireless support using TR-069, TR-369, DOCSIS, SNMP, MQTT (IoT)

Holistic visibility into the in-premise network (home, SOHO) with advanced collection of rich data and diagnostics from both the device and the digital in-premise network

Proactive service issue identification and resolution enabling critical problem-solving actions

Intuitive CSR dashboard guides CSRs along the path of issue identification and troubleshooting, automating much of the issue resolution stage

Subscriber self-care widgets easy integration into existing subscriber self-care portals and apps, and tailored to the needs of power users and non-technical customers

Proactive Wi-Fi – optimize quality of experience for on-premise Wi-Fi. Supports agent and non-agent-based CPE to ensure Wi-Fi coverage across in-home, small office, or small business networks

Unified approach supports Auto Configuration Server for TR-069 devices and services and USP for support of new TR–369 protocols and services. Leverages investment in common tools—digital channels, service quality management

Speed and latency testing – help service providers receiving FCC Connect America funding comply with network performance regulatory requirements, and other operators to ensure proactive service quality measurement

Hybrid Solution Architecture – Allows service providers to continue to manage and innovate services based on TR-069 devices while preparing for next-generation TR-369 devices based on the Broadband Forum's User Services Platform

Remote Device Management – Improve visibility and control over the full lifecycle of CPEs and IoT devices with flexible, standards-based interfaces and protocol support (TR-069, SNMP, MQTT, DOCSIS) using Auto Configuration Server

Customer Care – Increase first-call resolution, shorten call handling times, and reduce training requirements with CSR dashboard

Network Operations – Reduce OPEX and proactively resolve service issues with remote device management, and improved home network diagnostics

Home and SOHO Users – Empower subscribers to diagnose and resolve in-premise technical issues with confidence

Security – Leverage automated device firmware updates to improve reliability, and reduce the risk of malware attacks and fraud

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

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Access Analysys Mason Research

Interested in quantifying the value of introducing digital channels for residential broadband? This white paper from Incognito and Analysys Mason profiles where you could save millions of dollars in OPEX by introducing automation and digital channels for customer care.

Incognito Insights – User Services Platform (USP)

Discover more on User Services Platform (USP), the Broadband Forum's next-generation device management and data collection standard, and perspectives from global service providers on the business value USP could deliver.

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Customer Care

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:

  • Automates troubleshooting flow handling for CSRs – reboot, speed test, device scan
  • Provides an extensive foundation for automation of hundreds of decision points with minimal manual intervention
  • Automates device discovery and diagnostics gathering to guide troubleshooting
  • Automatically validates service quality vs. subscriber plan
  • Integrates within existing customer care systems

Incognito Advantage

  • Fewer escalations to network and field engineering, fewer truck rolls, and improved first-call resolution rates leading to happier customers
  • Supports Salesforce-enabled customer care - CSR Dashboard integrates with Salesforce CRM tools

Assets

  • Winning the battle for control and differentiation in the home broadband network with operations automation. Download white paper

Subscriber Self-Care

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.

Incognito Widgets Advantage

  • Fit in any screen size – desktop, mobile, tablets
  • Look and Feel customizable to blend into portal branding
  • Support multiple languages
  • You choose the widgets that you want to expose to subscribers
  • Empower home users and reduce the burden on customer care

Assets

  • Winning the battle for control and differentiation in the home broadband network with operations automation. Download white paper

Field Engineering

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.

Incognito Advantage

  • Improve field engineering effectiveness to address customer experience issues, such as Wi-Fi coverage and speed
  • Deliver consistent service quality across all customers

Assets

  • Winning the battle for control and differentiation in the home broadband network with operations automation. Download white paper

Network Engineering and Operations

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.

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 periodic functions – key to enabling CSR troubleshooting
  • Aggregates data for additional trend analysis

Incognito KPI Dashboard module:

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

Incognito Advantage

Assets

  • Winning the battle for control and differentiation in the home broadband network with operations automation. Download white paper
  • Discover how Incognito is helping service providers receiving FCC broadband funding meet performance testing compliance with automated and industry-proven remote device management. Access the fact sheet

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.

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