[April 25, 2018] |
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Incognito Launches Digital Home Experience Solution
Incognito Software (News - Alert) Systems, a global provider of device and service
management solutions for digital service providers, today introduced the
Digital Home Experience Solution. The new offering enhances the existing
Incognito Auto Configuration Server with improved digital channels, and
analytics to address service quality challenges associated with complex,
multi-device home WiFi (News - Alert) networks. In production with a Tier 1 service
provider, the solution is accelerating technical problem resolution,
reducing operational costs with fewer truck rolls, while improving
customer satisfaction.
"Digital transformation in the home network is accelerating, as service
providers look to eliminate friction points such as how to automate the
resolution of service quality issues," said Anil Rao, Principal Analyst,
Analysys (News - Alert) Mason. "It is in this context that Incognito's new Digital Home
Experience Solution is relevant. Communication service providers are
investing in such solutions to boost customer satisfaction, deliver
tangible operational efficiencies and potentially, enhance the customer
experience index, in the highly competitive residential broadband
market."
Deployed at a Tier 1 Asia-Pacific service provider offering residential
broadband services over fiber, DSL, and fixed LTE (News - Alert) technologies, the
Incognito solution is empowering customer service representatives (CSRs)
by automating troubleshooting paths to easily resolve technical home
WiFi issues for their residential subscribers. The solution has also
been selected by triple-play broadband providers in Europe and Latin
America to reduce the burden on customer care, and give network
operations teams holistic insight into the home network to easily
pinpoint problems and automate resolution, often before service quality
is impacted.
The new solution extends the industry proven Incognito Auto
Configuration Server with new capabilities hat digitize operations and
customer channels including:
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Smart CSR capability improves first call resolution and reduces truck
rolls by automating and guiding step-by-step issue resolution
functions for CSRs such as resetting devices, remote speed tests,
performing firmware upgrades, and changing user password credentials;
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Subscriber portal framework allows residential subscribers to
troubleshoot and resolve issues, leveraging virtual technical
assistant capabilities that operate independent of the operating
system or device;
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Robust analytics deliver intelligence on a per home network, per
device, per service basis including critical WiFi service analysis
that offers deep insight into network and device behavior and can be
leveraged to proactively address service quality issues;
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Extensible platform to manage any type of device, including TR-069
support for remote management, as well as supporting other device
protocols such as SNMP.
"More than 80% of technical issues happen in the home WiFi network
behind customer premise equipment (CPE) such as routers and set top
boxes. With home WiFi supporting more Internet and smart home devices
from various vendors, the impact is being felt on service quality. This
means more calls into customer care who aren't equipped to troubleshoot
effectively, and need to escalate to field engineering," said Ann
Hatchell, Chief Marketing Officer at Incognito. "The Digital Home
Experience Solution empowers network operations and customer care, and
uniquely offers the home user automated troubleshooting paths to easily
resolve technical issues. This means happier customers and a significant
improvement in operational efficiency."
About Incognito Software Systems Incognito
Software Systems Inc. provides software and services to help service
providers manage and monetize broadband services. Over 300 customers
worldwide, including Cox (News - Alert), Claro, Globe, Foxtel, and Singtel, leverage
Incognito solutions to fast-track the introduction of innovative
broadband services over fiber, LTE, and cable technologies, while
delivering a great customer experience. The company is a division of the Volaris
Group, an operating group of Toronto-based Constellation
Software Inc. Visit www.incognito.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20180425005050/en/
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