Incognito Software Systems and CloudSense say they will use Digital Transformation World (formerly TM Forum Live!) in Nice, May 14-16, 2018, to unveil a joint “proactive customer experience solution.” The joint offering leverages Salesforce to offer cross-channel customer engagement and automate technical troubleshooting.
The new offering combines Incognito’s device management capabilities and the CloudSense BSS, powered by Salesforce’s artificial intelligence engine, Einstein, to simplify complex residential home and small business networks and proactively improve customer experiences and provide holistic omni-channel engagement. Together, the two companies say they can offer device and network analytics, process automation and artificial intelligence that will drive automated workflows that reduce operational costs and personalize customer experience. At the show, the companies will demonstrate re-engagement recommendations, per-home network automated device discovery and asset lists, Internet of Things (IoT) device management and live monitoring of gateway and devices to provide next best action recommendations.
“As the digital home network increases in complexity, CSPs are facing escalating operational costs and downward pressure on NPS in the highly competitive residential/SoHo market. This solution showcases the value of a differentiated home WiFi experience where both service quality issues and engagement are addressed proactively, as part of a holistic digital approach to customer care,” said Incognito CTO, Pete Koat. “By extending our new Digital Home Experience Solution with artificial intelligence, our customers can enjoy greater automation and zero-touch efficiencies.”
