Digital Experience Solution for Unified Device Management

Carrier-grade TR-069 and TR-369 device management and telemetry solution to resolve connectivity issues, reduce operational costs, and launch new innovative connected home services.

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With the explosion of connected devices in residential and business networks, 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.

Incognito's Digital Experience (DX) Solution empowers service providers with a unified, secure platform for managing in-home networks and connected devices. Featuring an award-winning TR-069 Auto Configuration Server and TR-369 User Services Platform controller, the solution offers remote, vendor-agnostic device management across any access technology. By proactively resolving connectivity issues, reducing operational support costs, and accelerating the rollout of high-ARPU services, our DX Solution helps service providers enhance the subscriber experience and drive service innovation. Flexible deployment options—whether on-premises or in the cloud—ensure seamless integration into any network environment.

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Extensible Device Support

Extensible support for devices and services over any access technology, including fiber, cable, and fixed wireless access (CBRS, private, 4G/5G) using TR-069, TR-369, SNMP, MQTT protocols.

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Real-time Network Visibility

Holistic, real-time visibility into the status of residential and enterprise networks, network-wide device health, and application performance, with advanced collection of data and diagnostics, and configurable network monitoring alerts tailored to system, global, and device levels.

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Proactive Management

Proactive issue identification and resolution using automated diagnostics like Home Score to assess Wi-Fi performance. This enables critical problem-solving actions to address service quality before it becomes a customer issue.

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Intuitive CSR Dashboards

Intuitive CSR dashboard guides customer care agents along the path of issue identification and troubleshooting, automating much of the issue resolution stage.

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Self-care Widgets

Incognito's self-care widgets easily integrate into existing customer portals or applications, empowering subscribers and field technicians to diagnose and resolve technical problems to improve customer satisfaction.

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Speed and Latency Testing

Proactively measures service quality with speed and latency testing to ensure customer experience. Equips service providers receiving FCC broadband infrastructure funding with the tools to comply with network performance regulatory requirements.

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Unified Device Management

Incognito's next-gen ACS platform offers unified management for TR-069 devices/services and User Service Platform for new TR–369 protocols and services. The platform leverages investments in common tools—digital channels, service quality management—available on a multi-tenant architecture.

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Smart Home Services

User Services Platform software module management helps manage the lifecycle of virtualized applications, such as Wi-Fi optimization, traffic optimization, and network security.

Digital Experience – On-premise

DX SaaS – Cloud-based ACS + USP

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 secure, 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
Wi-Fi optimization with automated channel selection to avoid congestion/interference
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, secure Auto Configuration Server platform with User Services Platform (USP) support 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
Wi-Fi optimization with automated channel selection to avoid congestion/interference
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

Complete View of Devices and Networks

Improve visibility and control of device lifecycle management.

Incognito DX Device Dashboard

Detailed KPI Dashboards

Proactively monitor and manage service quality.

Incognito DX KPI Dashboard

Digital Experience Solution

Solution Benefits

Future-proofed Solution Architecture

Continue to manage and innovate services based on TR-069 devices while preparing for next-generation TR-369 devices with User Services Platform, IoT, Wi-Fi 6, and FWA technologies (5G, CBRS, private).

Fast Time to Market

Benefit from quick onboarding, service activation within days instead of weeks or months, and TR-369 support for unified device management that ensures you're prepared for both current and future needs.

Operational Efficiency

Reduce customer care call handling times, minimize truck rolls, and proactively resolve service issues with remote device management and improved home network diagnostics.

Enhanced Quality of Experience

Provides a near-real-time view of insights from across the network to improve proactive care, remote diagnostics, and service optimization with remote device management.

Uber Scaling

Incognito's powerful engine makes it easy for operators to scale and support large numbers of devices, including CPEs, STBs, ONT/ONUs, and gateways, over any access technology.

Increased ARPU

Deploy applications directly onto residential gateways and set-top-boxes to offer new revenue-generating services, including parental controls, network security, and Wi-Fi optimization.

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.

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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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The Future of the Connected Home Report

Discover the latest trends and insights that are shaping the future of the connected home in the 2023 Future of the Connected Home report, sponsored by Incognito.

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