Digital Experience Solution for Device Management

There is increasing pressure on network operations and engineering teams to improve the quality of experience of 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 within the subscriber's broadband network.

Incognito Service Quality Manager module:

• Enables lightweight speed test using TR-143 protocol to test upload and download broadband connection quality
• Provides on-demand and scheduled functions – key to enabling CSR and network operations troubleshooting
• Aggregates data for additional trend analysis

Incognito KPI Dashboard module:

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

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 or business 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.

For service providers who are looking to reduce operational costs with the introduction of digital channels, Incognito's solution:

• Empowers field service technicians with applications to validate speed and experience while on-site
• Seamlessly integrate with existing BSS systems

Many end-users want more flexibility and control over the in-home or small business 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 or app to provide a one-stop-shop for all customer care needs including automated troubleshooting of common problems like password resets, changing Wi-Fi channel and security settings, managing connected devices, and performing speed tests and simple Wi-Fi diagnostics.

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 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 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.