We were very honored that the Wi-Fi Now Award judges awarded ASSIA and its customer TalkTalk the Wi-Fi Now 2019 Award for the Best In-Home Wi-Fi Product. TalkTalk’s game-changing Wi-Fi Hub uses the ASSIA CloudCheck platform to optimize internet to the home and Wi-Fi within the home. The award “honors the vendor creating the in-home Wi-Fi experience that all consumers want: Great Wi-Fi in every room of the house for all of your devices, all the time.” The winners of the Wi-Fi Now 2019 Awards were determined by an independent board of judges and were announced at the Wi-Fi World Congress International Expo and Conference in London, UK on November 12th.
How TalkTalk Gave In-home Wi-Fi Consumers Great Wi-Fi in Every Room for All Devices and Services
TalkTalk realized that having the best, most reliable, and uncongested IP/MPLS network compared to your competitors is irrelevant to consumer perception if paired with a poor investment in Wi-Fi hardware and management. So to create the best in-home Wi-Fi product, TalkTalk developed its game-changing Wi-Fi Hub through a combination of customer feedback, academic direction, and strong partnerships to deliver to its customers their most sophisticated home gateway to date and provide the strongest connection in more corners of the home than ever before.
Despite the fantastic advantage that the Wi-Fi Hub would bring its customers, TalkTalk recognized that fantastic Wi-Fi hardware on its own would not suffice to create the best in-home Wi-Fi product or deliver the best quality of experience (QoE) to its customers. So, from the start, TalkTalk worked with its trusted connectivity partner, ASSIA, to deploy its Wi-Fi diagnostic and optimization software, ASSIA CloudCheck.
CloudCheck uses Machine Learning (ML) algorithms to predict key QoE parameters on individual Wi-Fi links between an AP and device without the need for software probes on both ends of the link. As a result, TalkTalk has real-time and historical views of millions of devices simultaneously and accurately, ensuring optimum performance and diagnostics into the home environment and empowering the end-user with its rich insight.
TalkTalk’s Use of Unique, Advanced Technology
TalkTalk selected a Broadcom based 4×4 AC2200 solution built by Sagemcom and sought leading industry expert opinion and test services from the likes of the University of Bristol Electrical Engineering team to help design, optimize, and test the best radio array. This was coupled with laboratory interoperability and environmental testing by the University of New Hampshire Interoperability Lab and Cartesian, which included running performance tests to the criteria of the latest Broadband Forum TR-398 in its development stages. This ensured the device was the best in-home Wi-Fi product, and no component lacked in appeal or magnificence.
The testing, benchmarking, and customer feedback showed that the device delivered the in-home experience customers demand from their service provider, but the evaluation and progression cycle didn’t stop at the initial development. With cooperation between TalkTalk, ASSIA, Sagemcom, UNH-IOL, and many other industry experts, the in-life experience was constantly evolved through in-depth Wi-Fi and device management learning from real-world deployments.
Collectively, this led towards the device scoring the highest in independent 3rd party performance testing, the highest customer satisfaction scores, and several independent product recommendations—such as the Which? Best Buy award for consumers and being recognized as the Best In-home Wi-Fi Product by Wi-Fi now judges.
In addition, ASSIA CloudCheck incorporates new artificial intelligence-based algorithms that relate operational network stability metrics to consumer QoE in its diagnostics and optimization methods. Using TalkTalk’s operational data (ex: customer call and dispatch rates), the AI-based algorithms run two learning loops for diagnostics and optimization, and both loops work to maintain the maximum stable data rate on a given link.
CloudCheck uses machine learning (ML) in its proactive care, proactive maintenance, churn predictor, and service-level upsell predictor features. Now, instead of waiting for a subscriber to have a poor quality of experience and contact customer support, CloudCheck will alert TalkTalk to either proactively solve the upcoming problem for the subscriber or contact the subscriber to coach them through self-help to prevent the poor quality of experience. CloudCheck is even able to automatically resolve some QoE problems, including switching devices to different access points to balance loads and switching the frequency band or channel the device is using.
CloudCheck Directly Enhances the Consumer’s Wi-Fi Experience
When considering the technical performance, TalkTalk has enjoyed the return on its investment through the highest benchmark results from independent sources.
Ultimately, performance in the real world matters most, and again, TalkTalk has reaped the benefits on the commitment to strong partnerships by realizing the lowest PTC by device, the highest CSAT/NPS, and the lowest OPEX through better first-time fixes, a reduction in unnecessary or incorrectly assigned truck rolls, and unnecessary equipment replacements.
These real-world benefits and the recognition as the best in-home Wi-Fi product are primarily attributed to TalkTalk’s integration of ASSIA CloudCheck which performs over 20 million optimizations a day.
So far, TalkTalk has seen a:
- 8% increase in average active throughput on 2.4GHz and 5GHz
- 20% reduction in Wi-Fi interference
- 23% increase in the number of stations that mainly operate in 5GHz band
- 9dBm average RSSI gain
- 30% of gateways with severe coverage issues had no coverage issues after optimization
Thanks to the continuous data collection and reporting to the cloud, particularly troublesome issues such as time-of-day problems, faulty CPE devices, and intermittent annoyances are automatically monitored and diagnosed without the customer having to do anything.
Growth Potential for the TalkTalk and ASSIA Best In-home Wi-Fi Product
In TalkTalk’s UK market, Wi-Fi and broadband supply and performance requirements are equally tantamount with one another. Providing a Wi-Fi access point that outperforms its rivals’ offerings, exceeds customer expectations, and can be provided to the majority of its new customers for free, entices new customers which is important to facilitate growth.
Wi-Fi Hub’s crown of ASSIA CloudCheck keeps customers’ Wi-Fi performance at its best, builds satisfaction, and reduces TalkTalk’s operating costs through lower support overhead and other costs associated with sub-optimal performance. The additional upfront investment in best-in-class hardware and Wi-Fi management capabilities pays off through a reduced total cost of ownership over a customer’s lifecycle with customer satisfaction levels that can only be achieved with such an investment.