Carrier-grade Device Management

A secure, unified management platform to remotely manage TR-069 and TR-369 devices, resolve connectivity issues, reduce operational costs, and launch new innovative services into the connected home.

Complexity in the digital home and business network is at an all-time high with multiple devices using a variety of technologies sharing the same broadband connection. Incognito’s Digital Experience Solution can help you deliver a quality customer experience while reducing operational costs. This next-gen remote device management platform featuring a TR-069 Auto Configuration Server with TR-369 User Services Platform support will let you remotely monitor and manage networks and devices, resolve connectivity issues that impact the subscriber digital experience, and automate service provisioning.

Deployed at leading service providers worldwide, our Digital Experience Solution has been proven to cut down on inbound calls to customer care, shorten average call handling times, and decrease the number of truck rolls.

Solution Overview

Digital Experience Solution

Digital Experience Solution

Solution Features

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Extensible Device Support

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

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Holistic Network Visibility

Holistic visibility into residential and enterprise networks with advanced collection of rich data and diagnostics from both the device and network, rounded out with network monitoring alerts and KPI analytics.

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Proactive Issue Management

Proactive service 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

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

Unified management supports Auto Configuration Server for TR-069 devices and services, and User Service Platform for support of new TR–369 protocols and services. Leverages investment 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, network security, and Android TV STB deployment.

Digital Experience Solution

Solution Benefits

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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 such as 5G, CBRS, and private LTE.

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Remote Device Management

Improve visibility and control over the full lifecycle of CPE and IoT devices with flexible, standards-based interfaces and protocol support (TR-069, TR-369, SNMP, MQTT) using Auto Configuration Server with User Services Platform support.

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Improved Customer Care

Increase first-call resolution, shorten call handling times and reduce training requirements with CSR dashboards.

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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.

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Uber Scaling

Incognito's engine helps operators easily scale to support massive device volumes as they add more CPE devices to their network.

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Increased ARPU

Deploy new revenue-generating offerings into the connected home, including Android TV, parental controls, network security, and Wi-Fi optimization.

Quantify the Value of Introducing Digital Care for Residential Broadband

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

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