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.

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Change the customer experience with remote CPE management:

Lower OPEX through call deflection

  • 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.

Auto-detecting and resolving CPE problems delivers value:

  • Reduction in support calls and related truck rolls.

  • Reduction in the likelihood a customer will churn due to technical problems.

  • Improved NPS scores as a result of improved quality of experience.

Pairing deep domain expertise in telecommunications
with advanced, human-centered automation, Mariner is a uniquely qualified service and solution provider.

Customer Premises Equipment Management