iCX - Next-Gen Customer Management

Monitor | Analyze | Monetize

Customer Experience Management Services​

iCX - Next-Gen Customer Management

Monitor | Analyze | Monetize

Trending

Trending

The shift to “Selling Complete Experiences”

Gartner reports that 81%of executives believe they’ll compete on customer experience alone in the near future. 

Technologies like AI, Data analytics, and device management standards are becoming critical enablers in realizing solutions for improving customer experience and reducing operational costs through automation, remote monitoring, and management of devices and services. Predictive analytics and self-care applications will drive hyper-personalization and assisted diagnostics. Automation will accelerate with ML, AI, and neural networks giving the ability to combine scenarios, increase understanding, and help make real-time decisions such as the next best action.

Trending
Opportunities & Challenges

Opportunities & Challenges

Opportunities & Challenges

Customer experience management is about an ever-evolving customer expectation and is gaining importance across various business functions.

Omnichannel delivery to provide all stakeholders with consistent information across all touchpoints. Improving productivity and operational efficiency through automation​

With disparate and siloed data sources, having the right mechanisms for data collection, establish correlations, identify patterns, generate meaningful actionable insights, orchestrating actions to automate end-to-end workflow, having the domain understanding of both MSO ecosystem and data analytics, knowledge of right tools and algorithms to use to develop such a system is a challenge​

Service Framework

Customer Experience Management Services​
Services

The solution is aimed at alleviating and automatically fixing issues that can hinder a good customer experience. This involves real-time monitoring of devices for issues, remote management and provisioning of devices, and a self-heal mechanism for automated fixes. The platform uniquely offers Field trials apps an intuitive way of collecting structured and routine feedback in near real-time. The platform can remotely manage individual end-devices with the ability to control specific parameters and manage devices in any network.

 

Differentiators

  • Generate actionable insights using advanced analytics
  • Hyper personalization through self-care apps
  • User intuitive portals for data visualization and device management

Benefits to the Customer

  • Enhance CX by improving CES (Customer Effort Score) 
  • Improve Operational Efficiency
  • Accelerated customer onboarding
  • Reduce Call Volumes and truck rolls

Case Study

Improve the overall QoS and enhance CX through proactive real-time monitoring, enabling the Ops teams to monitor CPEs, client’s network endpoints and quickly troubleshoot through a single portal

Intelligent Customer Experience Management
Technical Whitepaper

Intelligent Customer Experience Management

ICX – Home Device Management
Whitepaper

ICX – Home Device Management

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