Digicel Improves Customer Experience with Incognito Fiber Service Orchestration

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Incognito Software Systems, a global provider of device and service management solutions for digital service providers, has announced that Digicel Group is leveraging the Incognito Fiber Service Orchestration solution to automate the provisioning, activation, and diagnostics of multi-play fiber services.

Using Incognito, Digicel is improving operational efficiency, enhancing the customer experience, and enabling faster time to market for new fiber-based services.

As a primarily mobile service provider serving customers in Latin America, Caribbean, and South Pacific, Digicel expanded operations to address residential broadband markets with fiber-to-the-home (FTTH) services. A key challenge was to fast-track provisioning of new fiber-based services and complete deployment in a few months to meet their market expansion targets.

“With FTTH services, Digicel Group maintains its reputation as a customer-focused, cutting-edge technology organization, resulting in Digicel being the number one Internet service provider in the Caribbean market,” said Digicel Group’s COO Caribbean and Central America, Richard Thorpe. “The Incognito solution was instrumental in accelerating our fiber service rollout with minimal impact on existing systems. Incognito brought strong fiber infrastructure and services knowledge to guide Digicel throughout the process. The accelerated deployment timeline allowed us to deliver a unique set of new voice, data, and video service bundles to our customers, over a fiber infrastructure.”

“A key challenge in introducing new IP-based services over fiber, is the ability to rapidly scale services without significant costly back-end integration that impacts time to market and operational efficiency. Incognito is able to address these challenges with a turnkey fiber-domain specific orchestration platform,” said David Sharpley, CEO at Incognito. “Digicel is one of the leading service providers in the CALA region, and we are delighted to help them accelerate service innovation with a scalable future-proof approach.”

Implemented and integrated within four months, the Incognito software solution gives Digicel the tools to easily create fiber-based voice, data, and video service bundles and automate service activation with single-click fulfilment, thereby boosting subscriber uptake rates and reducing operational costs. The solution provides centralized tracking and auditing to identify and resolve activation errors that impact customer experience, coupled with a proven service fulfillment software capability that easily integrated with Digicel’s existing OSS and BSS infrastructure.