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 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 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
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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 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.