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ICX
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
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
Workflow
- Workflow automation through extended batch operations and scheduled jobs
Insights
Case Study
Enhancing Customer Experience with Tata Elxsi's iCX Solution for India's Leading Telco
Blog
MSOs Secret to Success: Reduce Customer Effort Through Intelligent CPE Management
Case Study
Airtel Xstream - India's first Hybrid set-top box
Flyer
iCX - Manage and Monitor CPEs Intelligently
Technical Whitepaper
Intelligent Customer Experience Management
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