Wi-Fi service assurance solution

Our Wi-Fi service assurance equips telcos with insights, next-best-actions, and intuitive tools, ensuring swift problem resolution. The solution features customizable dashboards for customer support agents and experts, streamlining troubleshooting for efficient issue resolution. Agents are empowered through guided flows, allowing them to assist customers even with limited technical knowledge. The expert’s console enables a deep dive into Wi-Fi characteristics, utilizing historical and real-time data. Customer feedback during sessions informs QoE analysis, correlating technical network performance with actual customer experience.

Continuous collection of Wi-Fi quality and coverage data allows the system to learn household-specific patterns and technical parameters. Any deviations from these patterns trigger proactive actions in near real-time, such as warning external systems, creating tickets, or assigning tasks to customer care agents. The information provided to agents or experts includes details on the type of problem and suggested solutions. Additionally, the system can not only notify external systems but also orchestrate actions through an integrated workflow engine involving different telco groups. This proactive approach aids in identifying and resolving customer issues before they escalate into complaints.

Our solution provides telcos with vital information about customers’ home networks and devices, enabling both reactive and proactive support. Continuous data collection assesses network usage, including the number of clients, connection standards, bandwidth usage, retransmissions, noise levels, and neighboring networks. This comprehensive data allows identification of issues and potential improvements, such as changing bands or upgrading devices. The solution also identifies customers with resource needs and those using outdated devices, empowering telcos to enhance the Wi-Fi experience based on precise insights.

Our solution tackles two of the three main reasons for customer churn in the telco industry:

• Unsatisfactory Customer Care: We provide organizations with streamlined tools for customer support and troubleshooting, empowering agents to offer effective assistance and instill a sense of confidence among customers.
• Poor Network Quality: With over 52% of Internet traffic flowing through Wi-Fi networks, controlling the Wi-Fi experience is crucial for managing overall network usage. Our solution aids telcos in enhancing the network experience by collecting and analyzing data on Wi-Fi parameters, suggesting improvements, and measuring the impact on customer retention.

By addressing these critical aspects, our solution significantly contributes to reducing customer churn in the telco industry.

Our Wi-Fi service assurance enhances product sales through three key features:

• Bandwidth Optimization: The solution identifies individual customer traffic consumption and aligns it with contracted bandwidth, enabling agents to proactively suggest upsells or contract upgrades.
• Device Upgrade: It identifies outdated devices affecting Wi-Fi performance and recommends replacements, assisting agents in proposing suitable devices to customers.
• Coverage Improvement: By analyzing the customer’s apartment layout, the solution identifies areas requiring better coverage. Agents can then recommend additional devices for improved signal strength.

Recorded events of cross- or up-sales are correlated with sales data, facilitating comprehensive churn analysis and driving strategic sales initiatives.

Our solution streamlines expert tasks by:

• Comprehensive Data Collection: The system collects and analyzes a diverse range of information tailored for expert use, supporting various aspects of their daily tasks.
• Customizable Expert Dashboard: Results of automatic analysis are presented in customizable dashboards, providing experts with a user-friendly interface for efficient decision-making.
• Custom Reporting for Telcos: Telcos can utilize custom reporting to find answers to specific questions, such as CPE performance benchmarking, traffic monitoring, and outage alarming.
• Workflow Engine Automation: A background workflow engine allows the setup of business logic, automating responses to situations like outages and anomalies. This not only aids in network design but also automates improvement processes, such as ordering additional equipment in response to increased traffic levels.

In the following text there is a description of some of the use cases covered by the Bulb’s Wi-Fi Service assurance solution.

Most of the use cases cover proactive, self-service, and reactive mode. The processing in the background happens periodically and tags can be removed if values change.

Furthermore, the use cases use guided flows to guide customers, agents, or experts in solving the Wi-Fi issues. One of the points of flow is to collect the feedback information from customers. This information is needed to determine QoE and to help solution to learn what needs to be addressed and what is not causing bad experiences to customers.

Please note that described use cases will be adapted to the actual situation in OSS/BSS and CPE capabilities a telco.