“By digitizing and performing remote interactions of call center agents to home broadband users, the Incognito solution will make it easier for service agents to help our customers resolve their problems and continue to enjoy Globe At Home services.”
Francisco Claravall, VP of Product Development & Management
Complexity in the digital home network is at an all-time high. Multiple connected devices, including un-managed devices and smart home technology, are sharing the same broadband network resulting in connectivity issues and poor in-home Wi-Fi coverage. The impact is being felt on customer care, network operations and field engineering, and the home user. To reduce operational costs and deliver a better in-home experience, broadband providers need:
of residential customers call in for technical support
of these calls are escalated to senior network operations personnel
of calls result in a truck roll—
and resolution in days
The award-winning Incognito Digital Home Experience software solution simplifies the resolution of home network and device connectivity issues that impact the home user experience. Unlike simple device management platforms, the solution is proven in Tier 1 CSP environments to empower CSR agents, network operations staff, and home network users to proactively troubleshoot and resolve issues automatically. The cornerstone of the solution is Incognito's widely deployed and proven Auto Configuration Server supporting TR-069, SNMP, DOCSIS and MQTT protocols; augmented by a number of value added modules to introduce digital channels for home users, customer care and field engineering.
Complex home Wi-Fi networks with numerous internet devices are presenting new challenges for customer service representatives (CSRs) who need to resolve technical issues for residential broadband customers. With more than 8% of users calling in for technical support, the pressure is on to quickly resolve home user complaints, reduce the burden on customer care, and escalations to technical staff. The Incognito Digital Home Experience Solution features a SmartCSR module that:
Many home users want more flexibility and control over the home network, including the ability to resolve technical issues and manage preferences. Incognito offers subscriber self-care widgets that can be easily integrated into your existing customer portal to provide a one-stop shop for all customer care needs including automated troubleshooting of common problems like password resets, speed tests, and simple diagnostics.
There is increasing pressure to deliver a great service experience, including assessing the in-home network before and after a service call. Field technicians lack the tools to scan home Wi-Fi upon arrival and following completion of installation to avoid another truck roll. Service providers who rely on outsourced technical support also need comparable tools to measure the performance and quality of the outsourced services to ensure SLAs are met.
Incognito offers a widget that performs home network scans before and after installation, which is easily accessible from any mobile device.
There is increasing pressure on network engineering and operations teams to improve quality of experience in the home Wi-Fi network. Incognito offers proactive tools and performance analytics to accelerate technical problem resolution, with visibility into the home network to analyze data and perform diagnostics for all of the devices that share the home broadband network.
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 Home 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 Home 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.