How Intelligent Tools Enable Operations and Support Teams to Improve the Subscriber Experience

The pressure to deliver an exceptional subscriber experience has never been higher for broadband service providers (BSPs). Your operations and customer support teams are critical to the subscriber experience. Using intelligent tools, BSPs can empower these teams to move from reactive to proactive, significantly driving subscriber satisfaction.

Enhance Customer Service With Intelligent Tools

With intelligent cloud-based monitoring, support teams gain additional visibility into the network and subscriber experience—freeing personnel to focus on more complex, proactive care. For example, a recommendation engine can accelerate issue resolution by leveraging machine learning (ML) algorithms that filter data to derive the most relevant options for the subscriber’s specific issue. A recommendation could be to solve poor system performance due to interference by optimizing the placement of the system or using a mesh unit. With this automated approach to tailored recommendations, customer service representatives (CSRs) can offer real-time insights that enable personalized and relevant interactions.
 

Analytics can also streamline and enhance customer support, equipping CSRs to solve problems better with a holistic view of network health from the subscriber’s point of view. This can be as simple as monitoring call frequency and call types over time to get up to speed quickly on any long-standing issues without the subscriber explaining the problem again. This information can also produce a Quality of Experience (QoE) metric that allows CSRs to identify, investigate, and resolve issues before they become subscriber-impacting.

Enhance Operations With Intelligent Tools

With ML-based advanced analytics, the operations team can move from reactive to proactive, often identifying and resolving issues before they impact subscribers. This enables a positive subscriber experience and limits the use of support resources. By implementing advanced network analytics powered by ML, operations can enhance the subscriber experience in several ways:

• Proactively monitor light levels. By continuously monitoring optical network terminal (ONT) light levels and bit errors, the operations team can identify potential failures and correct issues proactively—resolving them before service degradation and subscriber outages occur.
  
  
• Understand the impact of subscriber traffic on network performance. With advanced traffic classification of flow data, operations teams can optimize network performance and measure the quality of experience (QoE) against individual applications.
  
  
• Optimize the network based on usage trends. Using enhanced visibility into ONT health and traffic flows, operations teams can pinpoint specific subscribers and usage trends that may cause network strain, providing opportunities to re-engineer and optimize the network. Examples include reallocating heavy-use subscribers to different passive optical networks (PONs) to balance traffic or determining which subscribers might benefit from an upgrade.

Empower your support and operations teams with the tools to prevent issues proactively rather than resolve them—and enhance the subscriber experience.
 

Learn more about taking a proactive approach to support and operations. Download our eBook, “Want To Drive Profitability in Your Residential and Business Broadband? Try a Platform Approach: 6 Steps To Build an Integrated Broadband Service and Support Foundation.”