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.
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.
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.
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
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
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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