Incognito Software Systems has introduced its Digital Home Experience Solution. The new offering is intended to enhance the existing Incognito Auto Configuration Server with improved digital channels and analytics to address service quality in multi-device home WiFi networks.
Deployed at an1 Asia-Pacific service provider, the Incognito solution is designed to help customer service representatives (CSRs) by automating troubleshooting paths to resolve technical home WiFi issues. It's also designed to give network operations teams holistic insight into the home network to pinpoint problems and automate resolution, often before service quality is impacted.
The new solution adds new capabilities to the Incognito Auto Configuration Server, including:
- Smart CSR capability designed to improve first call resolution and reduce 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
- Subscriber portal framework designed to allow residential subscribers to troubleshoot and resolve issues, leveraging virtual technical assistant capabilities that operate independent of the operating system or device
- Analytics designed to deliver intelligence on a per-home network, per-device, per-service basis including WiFi service analysis into network and device behavior that can be leveraged to proactively address service quality issues
- TR-069 support for remote management, as well as 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."