Tata Elxsi

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“Elevate your customer engagement strategy to a higher level of digital maturity”

Get better control over CPEs and simplify operations to respond to new market conditions and commercial competitiveness

“By fixing problems in CPE via real-time remote screen assist, you can provide customers with a differentiated experience.”

“Reduce truck-rolls and call volumes by addressing problems with immediate corrective steps before they are spotted”

Hyper-personalize video services using intuitive self-care applications

“Have great visibility on endpoint connected devices to delivering seamless experiences”

Explore

iCX is a secure, feature-rich, SaaS-based solution for monitoring and managing CPEs (STBs and Gateways) at scale

Improve Operational Efficiency

Optimize workflow rolls through automated and simplified operations and intelligent firmware upgrades
Proactive real-time monitoring and self-healing mechanisms to reduce call volumes, truck-rolls
App based assisted diagnostic service for field trials management and faster roll-outs

Enhance CX

Accelerate customer onboarding with zero-touch provisioning and self-care app
Quick problem resolutions through remote screen access to customer support personnel
Hyper personalization through recommendations from advanced analytics

Why ICX

Operations

Fully automated and orchestrated solution provides better visibility and clarity on the status of CPE devices

Benefits:

Reduces call volumes and truck rolls through proactive real-time monitoring
Improves operational efficiency through intelligent firmware upgrades

Customer Service

The technician gains visibility into remote CPE allowing faster issue resolution and improved service efficiency

Benefits:

Deliver first-rate customer experience
Reduce call volumes and deliver an uninterrupted viewing experience

Marketing and Business Innovations

Business intelligence reports and actionable insights derived from machine learning-based analytics on device telemetry.

Benefits:

Stop revenue leakage by preventing unauthorized use of managed devices or pirated content
Use rich data on usage patterns to help generate new revenue streams, hyper-personalize services, and improve marketing ROI

Technology

iCX - Elevate to A Higher Level Of Digital Maturity

iCX uses a secure, scalable, and distributed platform designed with the most latest device management standards and deep learning algorithms. iCX uses the secure protocol to communication with CPEs deployed worldwide and provides a highly available data path. It can efficiently manage various device types across different middleware platforms such as Android TV, RDK, and proprietary Linux middleware. It is compatible with MSO backend systems via standard REST APIs.

Features

Centralized Platform

Provides a single pane of glass for management and monitoring of multiple device types and services
End-to-end device management with apps, software configurations and firmware upgrades

Fault Diagnostics

Diagnose device faults using methods like traceroute, log fetch, Speed test while supporting factory reset and reboot functions

Troubleshoot and Resolution

Allows service representatives to remotely manage and control a specific CPE with remote screen assist and resolve issues with intuitive screens and automated processes

Software Application Management

Remote firmware upgrades
Application lifecycle services with ability to install/uninstall, block/unblock apps, including data and cache clearance functionality

Service Assurance

Deliver reliable services running diagnostics across multiple devices to WAN to LAN to VOIP and LTE
Self-care app empowering both subscribers and technicians to diagnose and resolve issues

Service Provisioning

Zero touch provisioning and service upgrades to create capacity and deliver services to customers

Telemetry and Dashboards

Intuitive Telemetry dashboards with dynamic updates to threshold settings, notifications
Business intelligence reports related to status of devices, their events and user behaviour