Incognito Software Systems, a global provider of in-home broadband service orchestration software solutions for digital service providers, introduced an industry-first family of omni-channel self-care and diagnostic applications powered by widgets, re-usable web technology that enables new functions to be easily customized and integrated across self-care portals, customer service representative (CSR) chat windows, and iOS/Android mobile applications.
With Incognito widgets, internal software development teams can enhance existing subscriber self-care platforms with new functions that automate the resolution of home network technical issues using speed test, home device management, diagnostics, and accomplish this in weeks versus months.
Today, +10 percent of subscribers call into customer care each year to get assistance with home network issues, which translates to significant OPEX in customer care, network operations, and truck rolls. While service providers have invested heavily in self-care portals and applications, enhancing these with new functions, such as home user technical troubleshooting, can often take up to a year due to significant testing, brand customization, and integration to back-end systems.
Incognito widgets provide an alternative delivery mechanism to digitizing home user technical support, versus introducing yet another self-care portal or mobile application. Widgets are modular web code snippets that can be easily integrated into existing mobile applications and portals, and customized to service provider brand and languages. With Incognito’s widget technology, software developers can drive a consistent user experience across multiple digital channels such as mobile applications, self-service portals, CSR chatbots, and field engineering mobile applications.
“The pressure is on to reduce operational costs and empower home users to self troubleshoot network issues over digital channels. Our research tells us that it can take 8-12 months for IT development teams to integrate new functions into existing subscriber channels due to extensive testing, customization, and integration between network and IT,” said Ragu Masilamany, VP Products, Incognito Software. “The widget technology underpinning our self-care applications is a game changer for internal software development teams who can rapidly introduce complex functions, such as automated home Wi-Fi management, speed test to self-care portals and applications, and accomplish this in weeks. Home users benefit from automated troubleshooting functions that give them control over their broadband experience, independent of service provider supplied routers or modems.”
The new Incognito self-care widgets provide support for common technical functions such as Wi-Fi diagnostics, updating Wi-Fi settings including passwords, remote speed tests, and connected home device management. Incognito widgets provide a single digital home network care solution across any customer premise equipment (CPE) vendor/type.
Widgets can also be extended to address the needs of field engineering with home network scans before and after service calls to improve customer satisfaction. These functions further enhance the Incognito Digital Home Experience Solution by leveraging the capabilities of the Incognito TR-069 Auto Configuration Server to extend remote device management to home users.