“Elevate your customer engagement strategy to a higher level of digital maturity”
“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
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.”
“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”
“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
Hyper-personalize video services using intuitive self-care applications
“Have great visibility on endpoint connected devices to delivering seamless experiences”
“Have great visibility on endpoint connected devices to delivering seamless experiences”
ICX

“Manages and monitors millions of CPEs intelligently to improve operational efficiency and enhance customer experience (CX)”

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
ICX

Why ICX

Operations

Operations

Single remote management portal to diagnose and troubleshoot CPEs of various device types, control device configurations

Millions of devices can be securely monitored, managed, and dynamically upgraded firmware via centralized operations

Benefits:

  • Reduce truck-rolls and cord-cutting, solve problems faster, ensure high availability and improve efficiency at a lower cost
  • Rapidly scale operations across regions to handle an increasing number of devices while improving overall QoS
Customer Service

Customer Service

The technician can accelerate problem resolution by visualizing raw parameters collected from an individual CPE and remote screen assist.

Automation through the Self-care app for instant provisioning proactively identifies and resolves common problems.

Benefits:

  • Deliver first-rate customer experience
  • Reduce call volumes and deliver an uninterrupted viewing experience 
Marketing and Business Innovations

Marketing and Business Innovations

Monitoring of all installed applications; auto-blocking of malicious and unauthorized applications; blacklist devices based on specified criteria

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 - Elevating to A Higher Level Of Digital Maturity

Technology

iCX - Elevating to A Higher Level Of Digital Maturity

iCX is a secure, feature-rich, SaaS-based solution for monitoring and managing CPEs (STBs and Gateways) at scale. It can efficiently manage various device types (Set-top boxes, Routers, and so on) across different middleware platforms such as Android TV, RDK, and proprietary Linux middleware. iCX can be extended to monitoring and management Gateways and 5G/IoT devices, making it future-ready. It is compatible with MSO backend systems via standard REST APIs. With iCX, it is easy to manage CPEs from different CPE vendor products. iCX uses WebPA for secure communication with CPEs deployed worldwide and providing a highly available data path.

Data Protection and Security: GDPR compliant, multi-layered authentication and authorization, role-based access control, data encryption, geo-filtering, and many more

Features

Diagnosis
Diagnosis
  • Audit trail and network speed test
  • Reboot, factory reset
Troubleshoot
Troubleshoot
  • Remote Screen Assist 
  • Fetching device logs 
Control
Control
  • Device software configurations control
  • Installed apps management
  • Device firmware management
Measure
Measure
  • Real-time monitoring of system parameters
  • Individual CPE level visualization of raw parameters
  • Stats on Bluetooth & Wi-Fi connections
Analytics
Analytics
  • Proprietary deep learning algorithms 
  • Actionable insights from device telemetry and periodic business intelligence reports
Software and Apps
Software and Apps
  • Remote Firmware upgrades
  • Lifecycle management of apps
Provisioning & Support
Provisioning & Support
  • Zero-Touch provisioning (Self-care App)
  • Self-healing
Visibility
Visibility

Intuitive dashboards for CPE performance and user behavior

Workflow
Workflow
  • Workflow automation in batch mode

Insights

Service Over Experience: Changing Customer Needs

June 2021

News - inc42.com

Service Over Experience: Changing Customer Needs

Intelligent Customer Experience Management
Technical Whitepaper

Intelligent Customer Experience Management

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