For most communications service providers (CSPs), the ability to manage the home network is becoming critical. Many vendors offer TR-069 device management solutions, with functionality that includes:
- Device activation and configuration
- Firmware upgrades
- Ability to remotely reboot devices
- Device settings adjustments (e.g., Wi-Fi SSID name, wireless channel, etc.)
But these solutions are inadequate for managing complex home network environments. Without the required data-driven insights, troubleshooting home network issues would be like attempting to perform surgery without knowing what is ailing your patient.
Analytics is a systematic approach to using data to gain valuable insights that can be acted upon. Analytics is a powerful tool for customer support representatives (CSRs), giving them total visibility into the devices that need to be managed 24/7. Let’s explore the management of wireless access points (WAPs) as an example.
As I mentioned in one of my previous blogs, more than half (53 percent) of help desk calls are caused by Wi-Fi-related issues. Device management solutions can be much more effective when CSRs have both real-time and historical data, such as information about network utilization, including the time of day when WAPs are busiest (e.g., during the evening, when video streaming services are most popular). These insights can empower CSRs with more accurate troubleshooting options to subscribers, resulting in an improved subscriber experience.
Getting all the vital information from a single device is great, but it is just the tip of the iceberg. Imagine having data from thousands (or even millions) of devices. Cloud-based analytics with storage capabilities can address much more than scalability, the data can also be used to identify valuable usage trends for upsell opportunities and impactful network investments.