Detect and Manage Customer Premises Equipment (CPE) Issues Without a Service Call

Remote Management with Self-Healing Customer Premises Equipment

Resolve STB, RG and access network issues automatically using machine learning technology without human intervention. Measure success rates of self-healing actions and analyze targeted Customer Premises Equipment (CPE) to understand root causes.

Traditional help desk systems don’t cut it.

• Costly calls to help desk end up being resolved by simple remote actions.

• Customer satisfaction is impaired by problems even if the customer is able to resolve themselves.

• CSP resources tied up applying predictable and repeatable actions to resolve problems.

CPE Management Capabilities

• Signature Filters
  Machine learning algorithms identify CPE with problems and remote fix likely to resolve.

• Self-Healing Connector
  Integrates with OSS APIs to issue remote fixes to Customer Premises Equipment.
  

• QoE Dashboard
  Measures success rate of self-healing actions.

Change the customer experience with remote CPE management:

• Proactive resolution of issues reduce the likelihood a customer will report a problem or even notice it.

• Fewer calls to help desk reduce the likelihood to dispatch.

• Fewer dispatches result in reduced no-trouble-found swaps.

Improve Customer Experience

• Proactive resolution of issues means the service is more likely to work as expected when the customer uses it.

• Remove the need for customers to ‘tinker’ with the service for it to work.