VANCOUVER and REDWOOD CITY, CA — A partnership between device management solution provider Incognito and Wi-Fi diagnostic software provider Adaptive Spectrum and Signal Alignment (ASSIA) has the aim to develop integrated Wi-Fi management and optimization solutions to improve the digital home Wi-Fi experience and boost operational efficiency, the two companies said in a joint announcement on Tuesday.
Redwood City, Calif.-based ASSIA is a market-leading supplier of broadband and Wi-Fi diagnostic and optimization software solutions to carriers and cable operators, while Vancouver-based Incognito is a global provider of device and service management solutions for digital service providers. Together, the two companies plan to showcase their joint Wi-Fi diagnostics and optimization solution for home broadband devices at the CableLabs Summer Conference 2018, to be held in August in Keystone, Colorado.
According to global market research and consulting firm Analysys Mason, 70% of technical support calls from residential subscribers are related to home Wi-Fi issues. The burden is felt on customer care, network operations and field engineers, highlighting the need for proactive solutions that can consistently optimize home Wi-Fi, while significantly reducing service provider operational costs, the companies said in a news release announcing their partnership.
The partnership leverages Incognito’s product capabilities in digital home experience management, home network analytics and operations automation, together with ASSIA’s CloudCheck software solution for Wi-Fi optimization, diagnostics, analytics and machine learning to proactively manage and optimize quality of experience for residential customers. The companies said their partnership will provide a unified device hardware-agnostic solution that spans the service provider’s entire network.
“The increased complexity of the home network is highlighting the opportunity for service providers to offer managed home Wi-Fi services with ever-increasing broadband speeds. This highlights the need for automated proactive solutions to reduce call centre actions, alleviate truck rolls and deliver a great experience to their customers,” said Pete Koat, chief technology officer at Incognito, in the news release. “The Incognito and ASSIA partnership will provide a holistic solution to managing and optimizing home Wi-Fi before customer experience is impacted. By improving the home broadband experience while reducing operational costs, this means a win-win for service providers and their residential customers.”
David Raun, president and COO of ASSIA, said service providers who have already experienced the benefits of using the CloudCheck software platform also want the benefit of a single integrated and unified set of tools for managing both agent-enabled devices as well as legacy customer premise equipment (CPE).
“We are excited about the partnership with Incognito, which pairs ASSIA’s CloudCheck technology with Incognito’s Digital Home Experience Solution, including their proven Auto Configuration Server and customer care tools for managing devices across the entire CPE install base,” Raun said in the news release.
