iCX - Next-Gen Customer Management

Monitor | Analyze | Monetize

iCX

iCX - Next-Gen Customer Management

Monitor | Analyze | Monetize

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Trending

The shift to “Selling Complete Experiences"

According to Gartner, 81 percent of executives agree that in the near future, they will compete solely on customer experience. Automation, remote control, and management of devices and facilities are becoming crucial for enhancing customer experience and lowering operating costs.

Assisted diagnostics is now powered by predictive analytics and self-care applications. With machine learning, artificial intelligence, and neural networks, a combination of scenarios can be automated for hyper-personalization, better comprehension, and implementing decisions in real-time

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Opportunities & Challenges

Opportunities & Challenges

Opportunities & Challenges

Familiarity breeds expectations. As customers quickly adopt technology, they expect more. Unfortunately, data silos across business functions do not help the cause, so multiple channels and touchpoints are integrated to provide a consistent customer experience. 

Advanced technologies today can collect data, establish correlations, identify patterns and generate meaningful insights appropriate to the needs of the MSO. When done right, it allows orchestrating actions and automating end-to-end workflows. However, knowledge of suitable tools and algorithms to develop such a system is a challenge and usually requires expertise.

Tata Elxsi's iCX seeks to remove MSO problems and instantly fix issues that cause consumer dissatisfaction. Real-time system control, remote application maintenance, provisioning, and a self-healing process are all part of the package.

The iCX platform from Tata Elxsi enables applications to receive near real-time feedback at regular intervals during field trials,  controlling end devices and tracking specific parameters in a network.

Service Framework

iCX
Service

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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