Digital Home Experience Solution

 

Empower your customers to resolve home network technical issues with the industry's first self-care and diagnostic applications powered by new Incognito widgets.

Empower subscribers with home network self-care widgets

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:

  • Visibility into the home network to proactively identify and resolve issues that impact the broadband experience
  • New digital channels to automate troubleshooting by customer care and empower home users
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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

8%+
of residential customers call in for technical support

80%+
of these calls are escalated to senior network operations personnel

32%+
of customer support calls result in a truck roll—and resolution in days

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Access Analysys Mason Research

Interested in quantifying the value of introducing digital channels for residential broadband? This white paper from Incognito and Analysys Mason profiles where you could save millions of dollars in OPEX by introducing automation and digital channels for customer care.

Digital Home Experience Solution

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.

 

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Extensible support for devices and services over xDSL, xPON, Cable, Fiber, and fixed-wireless support using TR-069, DOCSIS, SNMP, MQTT (IoT) 
Holistic visibility into the in-home network with advanced collection of rich data and diagnostics from both the device and the digital customer network
Proactive service issue identification and resolution enabling critical problem-solving actions
Intuitive SmartCSR module guides CSRs along the path of issue identification and troubleshooting, automating much of the issue resolution stage
Widgets for subscriber self-care can be easily integrated into existing customer self-care portals, and tailored to the needs of power users and non-technical customers
Proactive Wi-Fi – optimize quality of experience for in-home Wi-Fi. Supports agent and non-agent-based CPE to ensure coverage across in-home network

Customer Care – Increase first-call resolution, shorten call handling times, and reduce training requirements with SmartCSR

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, SNMP, MQTT, DOCSIS) using Auto Configuration Server

Home Users – Empower subscribers to diagnose and resolve technical problems with confidence

Network Operations – Reduce OPEX and proactively resolve service issues with remote device management, and improved home network diagnostics

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

Customer Care

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:

  • Automates troubleshooting flow handling for CSRs – reboot, speed test, device scan
  • Provides an extensive foundation for automation of hundreds of decision points with minimal manual intervention
  • Automates device discovery and diagnostics gathering to guide troubleshooting
  • Automatically validates service quality vs. subscriber plan
  • Integrates within existing customer care systems

Incognito Advantage

  • Fewer escalations to network and field engineering, fewer truck rolls, and improved first-call resolution rates leading to happier customers
  • Supports SalesForce-enabled customer care - SmartCSR integrates with SalesForce CRM tools

Assets

  • Find out how the Incognito Digital Home Experience Solution is transforming customer care by accessing the SlideShare on the Smart CSR Journey. Download now
  • With Incognito Digital Home Experience Solution, Globe was able to resolve home connectivity issues faster and improve overall in-home customer experience. Learn more

Home User Self-Care

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.

Incognito Widgets Advantage

  • Fit in any screen size – desktop, mobile, tablets
  • Look and Feel customizable to blend into portal branding
  • Support multiple languages
  • You choose the widgets that you want to expose to subscribers
  • Empower home users and reduce the burden on customer care

Assets

  • Winning the battle for control and differentiation in the home broadband network with operations automation. Download white paper

Field Engineering

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.

Incognito Advantage

  • Improve effectiveness of field engineering to address customer experience issues, such as Wi-Fi coverage and speed
  • Deliver consistent service quality across all customers

Network Engineering and Operations

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.

Incognito Service Quality Manager module:

  • Enables lightweight speed test using TR-143 protocol to test connection quality – upload, download
  • Provides on-demand function – key to enabling CSR troubleshooting
  • Aggregates data for additional trend analysis

Incognito KPI Dashboard module:

  • Aggregates service data from any part of the network – access network, home Wi-Fi
  • Normalizes data into service quality metrics aligned to business KPIs

Incognito Advantage

  • Discover service problems before subscribers are impacted
  • Accelerate issue resolution with easier error lookup
  • Track and manage KPI performance
  • Meet regulatory requirements for measuring service quality

Assets

  • Winning the battle for control and differentiation in the home broadband network with operations automation. Download white paper

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.

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