Many home users want options to self-troubleshoot and resolve technical issues instead of calling into customer care. The benefits are clear – reduced OPEX, less burden on customer care, and happier customers. Service providers do not want to create a new portal for technical self-care – they’ve already significantly invested in existing portals and self-care applications. Incorporating new digital channels presents challenges for internal software development teams who juggle multiple B/OSS integration points and complex authentication flows for self-service features. How can you augment your existing BSS investment and avoid extensive rework to incorporate new services?
Incognito offers a new delivery approach to home user technical self-care with widgets – modular, re-usable, and customizable software code executed within a web browser. Widgets can augment an existing self-service customer portal or provide new functions within a mobile application. Home users get easy and familiar access to technical self-care, and service provider IT development teams can accelerate new applications development in weeks.
Incognito's self-care widgets are an optional module for the award-winning Incognito Digital Experience Solution 2.0.
Incognito offers subscriber home network self-care widgets that can be easily integrated into your existing customer portal or mobile application to provide a one-stop-shop for all customer care needs, including automated troubleshooting of common home network challenges like password resets, speed tests, and simple diagnostics for field service applications.
Run speed test from wireless device. Historical results also noting Wi-Fi device location visible to subscriber self-care & CSR
Detect common wireless connectivity issues and auto-correct the problem
Perform broadband TR-143 speed test. Historical results visible to subscriber self-care and CSR
TR-069/TR-181 MAC address-based blocking of internet access, friendly alias for retrieved device name, and categorize device (iPad, tablet, Android phone, laptop)
Change passphrase, security, channel, hide SSID and network name
Perform Wi-Fi speed tests and diagnostics post installation or during a truck roll. Shorten customer visit and ensure service quality
Rapid integration reduces internal software development time by months – new functions can be enabled in weeks
Accelerate unified self-care development interval while delivering consistent user experience across portals & mobile devices
Vendor and device neutral solution provides common home user self-care approach – all devices are treated uniformly
Centralize digital care channel B/OSS integration points and support single sign on authentication
Extend issue resolution and diagnostic control to home users, reducing the burden on customer care and network operations
Empower field service technicians with applications to validate speed and experience while on-site
Incognito widgets seamlessly integrate with existing BSS systems