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    Carrier-Grade Device Management

    Incognito's Digital Experience Solution equips telcos and service providers with a unified platform, featuring a robust Auto Configuration Service (ACS) with User Services Platform (USP) support, to remotely manage TR-069 and TR-369 devices, resolve subscriber connectivity issues, and reduce operational costs.

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    Complexity in the digital home and business network is at an all-time high with multiple devices using a variety of technologies — such as Wi-Fi, IoT, and anything "smart" — now sharing the same broadband connection. This presents new challenges to operators who are responsible for delivering a quality broadband experience to customers while reducing operational costs. The impact is felt on customer care, network operations, and the home or small business user.

    Incognito's Digital Experience Solution is a next-gen remote device management platform that supports the automated lifecycle management of any CPE device, regardless of network technology. With Incognito's solution, operators can maintain visibility into the customer network to proactively identify and resolve issues that impact the broadband experience, introduce new digital care channels to automate troubleshooting and equip customer care, network operations, and subscribers with digital care tools to manage the broadband experience, and support unified management of TR-069 and TR-369 USP 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 Overview

    The Incognito Digital Experience Solution equips service providers with a unified platform to remotely monitor and manage networks and devices, resolve connectivity issues that impact the digital experience for subscribers, and automate service provisioning. The Incognito solution has been deployed at leading service provides worldwide and is proven to cut down on inbound calls to customer care, shorten average call handling times, and decrease the number of truck rolls by empowering customer care agents, network operations staff, field technicians, as well as residential and business 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, TR-369, SNMP, 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 allows service providers to drive innovation by supporting next-generation TR-369 devices and services, current TR-069 devices, and enterprise IoT offerings.

     
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    Digital Experience Solution Capabilities

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

    Holistic visibility into residential and enterprise networks with advanced collection of rich data and diagnostics from both the device and network

    Proactive service issue identification and resolution enabling critical problem-solving actions to address service quality, before it becomes a customer issue

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

     

    Self-care widgets easily integrate into existing customer portal or applications, empowering subscribers and field technicians to diagnose and resolve technical problems to improve customer satisfaction

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

    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

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

     

    Real-time analytics – measure performance across network, device, and connectivity experience of home or small-business networks

     
     

    Digital Experience Solution Benefits

    Future-proofed 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 with User Services Platform, IoT, and 5G FWA

    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, TR-369, SNMP, MQTT) 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-home technical issues with confidence

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

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

     
     

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

    Service Innovation – Offers support for new technologies, including Wi-Fi 6 and 5G fixed wireless access

    Incognito Insights – User Services Platform (USP)

    Learn more about User Services Platform (USP), the next-generation device management and data collection standard, what business value it can deliver, and how service providers are harnessing its power.

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    With over 20 years’ experience, Incognito has helped global providers accelerate and innovate broadband services, with a unique focus on cable, fiber, and mobile broadband technologies.

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