VANCOUVER – With well over half of customer support calls related to technical issues with a home network, communication service providers (CSPs) could save millions of dollars in operational costs by leveraging digital channels and zero touch provisioning, says a new white paper published by Incognito Software Systems.
Winning the Battle for Control and Differentiation in the Home Broadband Network with Operations Automation explores the challenges facing CSPs in the highly competitive residential broadband market, and how direct fingertip access to automated operational processes for both customer care and home users improves the customer experience and delivers immediate value.
Highlights from the research include:
– More than 70% of technical issues in the home network are related to home WiFi challenges, router problems, and device issues;
– Up to 80% of calls to customer care for technical support are escalated to network operations, with almost a third of these escalations resulting in a truck roll;
– By implementing digital channels today, CSPs can reduce as much as 30% of inbound technical support calls and shrink customer care call handle times by 25%;
– CSPs can alleviate customer care escalations to expensive network operations staff by as much as 35% plus reduce truck rolls by 25%;
– Zero touch provisioning can generate twice the savings of digital channels in some scenarios.
"As the home network becomes increasingly complex, service quality is impacted. This research highlights a key imperative for fixed-broadband service providers, signaling that they need to act quickly to deliver a better customer experience and enjoy operational savings of millions of dollars, or risk losing the battle for control of the home network," said Incognito’s Chief Marketing Officer Ann Hatchell, in the paper’s news release. "Implementing solutions like the Incognito Digital Home Experience Solution can deliver the future's digital home network experience today, and create the foundation for holistic proactive digital care with new technologies like artificial intelligence."
Incognito Software Systems provides software and services to help service providers manage and monetize broadband services.
