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Digital Experience Solution for Unified Device Management

Cloud-ready, carrier-grade TR-069, TR-369, and MQTT device management and telemetry solution built to resolve connectivity issues, reduce operational costs, and launch new innovative connected home services.

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With the explosion of IoT, mesh, and connected devices in residential and business networks, broadband service providers face new pressures to resolve even more technical issues, as well as maintain always-on connectivity for complex voice, video, and data services. Broadband service providers need a modern, unified platform to manage increasingly complex in-home networks and deliver consistent, high-quality experiences. Legacy device management tools fall short, leaving customer care and network operations teams reactive, driving call escalations, truck rolls, and unresolved issues.

Incognito's Digital Experience (DX) Solution empowers service providers with a unified, cloud-ready platform for managing in-home networks and connected devices. Featuring an award-winning TR-069 Auto Configuration Server and TR-369 User Services Platform controller, the solution offers proactive monitoring, remote troubleshooting, and seamless vendor-agnostic device management across any access technology. By proactively resolving connectivity issues, reducing operational support costs, and accelerating the rollout of high-ARPU services, our DX Solution helps service providers enhance the subscriber experience and drive service innovation. Flexible deployment options—whether on-premises or in the cloud—ensure seamless integration into any network environment.

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Solution Overview

Digital Experience Solution

Solution Features

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Extensible Device Support

Extensible support for devices over any access technology, including fiber, cable, and fixed wireless access (CBRS, private, 4G/5G) using TR-069, TR-369, and MQTT protocols.

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Real-time Network Visibility

Holistic, real-time visibility into device health, in-home and access network parameters, and application performance, with KPI analytics, configurable alerts at device/system/global levels, and data collection that supports proactive service assurance.

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Proactive Management

Proactive issue identification and resolution using automated diagnostics, Wi-Fi QoE Home Score, and speed and latency testing enable critical problem-solving actions to address service quality before customers are impacted.

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Intuitive CSR Dashboards

Intuitive CSR dashboards guide customer care agents through issue identification and troubleshooting processes, with automated issue resolution actions.

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Self-care Widgets

Incognito's self-care widgets easily integrate into existing customer portals or applications, empowering subscribers and field technicians to diagnose and resolve technical problems independently with Wi-Fi settings, Wi-Fi diagnostics, connected device management, and broadband speed tests.

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Speed and Latency Testing

Proactively measures service quality with TR-143 and TR-471 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

The solution's hybrid architecture combines ACS TR-069, USP TR-369, and MQTT in a single platform, enabling seamless migration to TR-369, reuse of business processes and investments, and multi-tenant deployment for multiple entities or B2B customers with full data isolation.

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Smart Home Services

User Services Platform software module management helps launch and manage the lifecycle of value-added services, such as Wi-Fi optimization, traffic prioritization, and network security, with EasyMesh-ready support for whole-home Wi-Fi.

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Device Compliance Test Suite

Rapid TR-069 and TR-369 device integration and certification speeds product and service time-to-market, while reducing deployment risk and ongoing support costs.

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Mesh Wi-Fi Networking

EasyMesh-ready support enables enhanced whole-home Wi-Fi experiences and simplified mesh network management.

Digital Experience Solution

Flexible Deployment Options

Digital Experience – On-premise
DX SaaS – Cloud-based ACS + USP

Manage devices and Wi-Fi networks with a scalable solution

Incognito's Digital Experience Solution equips operators with a cloud-ready, container-ready device management and telemetry platform, featuring uber-scaling capabilities, enhanced analytics, and a unified approach to device management with TR-069 ACS, TR-369 USP, and MQTT support to drive quality of experience, reduce operational costs, and launch new connected home services.

Features

  • Holistic remote device management for TR-069, TR-369, and MQTT on a secure, multi-tenant platform
  • Quality of experience Home Score for Wi-Fi performance, with continuous analysis of congestion, coverage, interference, throughput, and connected devices
  • Self-care digital channels and widgets for portals and customer service applications
  • CSR automated troubleshooting with guided workflows, device discovery, reboot, diagnostics, and speed tests
  • Service Quality Manager for proactive broadband performance measurement
  • Enhanced visibility and control of full device lifecycles, including onboarding, discovery, zero-touch provisioning, and automated firmware management
  • Standards-based APIs, OSS/BSS/CRM integration, and event-driven automation supporting closed-loop workflows.
  • Robust near-real-time network monitoring and device alerts, KPI analytics, and reporting
  • Wi-Fi optimization with automated channel selection to avoid congestion and interference, plus EasyMesh topology visibility
  • Big data telemetry for always-on connectivity, proactive service assurance, and AI-ready closed-loop automation
  • Third-party application catalog for USP services, such as in-home network security, speed tests, and Wi-Fi optimization
  • Cloud-native, containerized architecture with Kubernetes and Helm support enables flexible, NFV-ready deployments that improve operational agility, enhance cost efficiency, and accelerates service rollout, while also giving operators the freedom to support hybrid environments and avoid infrastructure lock-in
DX On-prem

Cloud-based device management

Incognito's DX SaaS Solution equips service providers with a cloud-based, secure TR-069 Auto Configuration Server (ACS) with TR-369 User Services Platform (USP) support to remotely monitor and manage devices in a lightweight, cost-effective model. With our SaaS approach, service providers benefit from faster deployment, lower upfront investment, and the flexibility to scale at their own pace—starting with what they need today and expanding as demand grows.

Our DX SaaS offering is available in two packages, DX Starter and DX Premium, both backed by 24x7 support. DX Premium extends capabilities with advanced KPI and analytics, Service Quality Manager (SQM), and Wi-Fi Home Score, enabling deeper insights and more proactive quality of experience optimization.

Features

  • Full-featured, standards-based ACS with USP controller support
  • Quality of experience Home Score for Wi-Fi performance, with continuous analysis of congestion, coverage, interference, throughput, and connected devices
  • CSR automated troubleshooting with guided workflows, device discovery, reboot, diagnostics, and speed tests
  • Service Quality Manager for proactive broadband performance measurement
  • Wi-Fi optimization with automated channel selection to avoid congestion and interference, plus EasyMesh topology visibility
  • Robust near-real-time network monitoring and device alerts, KPI analytics, and reporting
  • Uber scaling to support millions of devices
  • Proactive speed and latency testing to ensure customer experience and SLA adherence, along with regulatory compliance reporting
  • API interfaces easing B/OSS integrations
DX cloud connectivity

Complete View of Devices and Networks

Improve visibility and control of device lifecycle management.

Incognito DX Device Dashboard

Detailed KPI Dashboards

Proactively monitor and manage service quality.

Incognito DX KPI Dashboard

Digital Experience Solution

Solution Benefits

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Future-proofed Solution Architecture

Continue to manage TR-069 devices while transitioning seamlessly to TR-369, with readiness for IoT, the latest Wi-Fi standard, and FWA (5G, CBRS, private) technologies. The hybrid cloud, container-ready architecture supports scalability, faster deployment, and future-ready service evolution.

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Fast Time to Market

Benefit from rapid onboarding, device certification, and service activation, with standards-based interfaces, scripting support, and unified device management that accelerate time to market.

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Operational Efficiency

Reduce customer care call handling times, minimize truck rolls, and proactively resolve service issues with remote device management and improved home network diagnostics.

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Enhanced Quality of Experience

Provides near-real-time insights across device, in-home, and access networks to improve proactive care, remote diagnostics, service optimization, and closed-loop automation.

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Uber Scaling

Incognito's powerful engine makes it easy for operators to scale and support large numbers of devices, including CPEs, STBs, ONT/ONUs, and gateways, over any access technology.

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Increased ARPU

Deploy applications directly onto residential gateways and set-top-boxes to offer new revenue-generating services, including parental controls, network security, and Wi-Fi optimization.

Digital Experience Solution

Customer Case Studies

Asian Service Provider
European Galaxy Operator
Latin American Operator

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 Incognito's 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.

Customer IT support

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.

Incognito's Digital 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.

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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 Incognito's Digital 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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Digital Experience Solution

Additional Resources

USP Connected Home
Incognito Announces Largest TR-369 USP Deployment

Incognito has deployed the world’s largest TR-369 USP solution, managing over five million devices on a leading North American operator's 5G FWA network.

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Future of the Connected Home: Driving Broadband Value with VAS

The race for speed is over—discover how leading operators are using USP, AI, and value-added services to grow revenues and unlock the future of the connected home.

Download the Report

Talk to an Incognito Solutions Expert

Learn more about Incognito's Digital Experience solution and how it can help you boost operational efficiency, reduce costs, and enhance the subscriber experience by booking a meeting today.

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