More than just offering management tools and optimization knobs, CloudCheck helps operators define and address their customer challenges. CloudCheck follows a use-case driven approach, and is purpose built for addressing subscriber issues. Some of the critical operator use-cases are highlighted in bold throughout this article. CloudCheck does this while driving customer satifcation up and operator costs down.
Deeper visibility into the home for improved customer care.
The proliferation of Wi-Fi devices has extended the last-mile of Internet connectivity further into the home. Operators are now responsible, not only for the broadband service, but also for the user experience on Wi-Fi connected devices. Unfortunately though, operators have little to no visibility into the home networks. CloudCheck provides this visibility by monitoring the Wi-Fi, broadband, and hardware health of the home network and providing diagnostics at various levels of aggregation.
Using machine learning techniques, CloudCheck defines the customer experience in a single Quality of Experience (QoE) Score to help simplify the troubleshooting process and improve customer care efficiency. CloudCheck’s QoE models are trained with call/churn/survey/dispatch data to predict customer behavior and facilitate proactive servicing. For example, consistently low QoE scores can predict customer calls, which allows operators to proactively upgrade those customers to a higher service tier or newer hardware to improve customer satisfaction. Comparing the QoE scores of different groups of customers (e.g. those using router-X vs. those using router-Y) can help the operator with business decisions like vendor selection or new service roll out. Categorical scoring (e.g. Wi-Fi QoE, Broadband QoE, hardware QoE) help identify the category of a problem faced by a customer, and the appropriate fix. This prevents lengthy service calls and unnecessary technician dispatches.
Improving the wireless performance at home for reducing customer complaints and subscriber churn.
CloudCheck improves customer experience by proactively optimizing the wireless performance of the home network. The band and AP steering solutions work seamlessly over multi-vendor extender/mesh deployments at home to deliver intelligent Wi-Fi roaming for better wireless coverage. With prediction-based channel switching and algorithms to utilize the less-used 5GHz spectrum (DFS channels), CloudCheck improves Wi-Fi speeds and helps in delivering high-speed services (e.g. IPTV) over Wi-Fi.
Broadband services are now being delivered over a mix of technologies, from fiber to DSL to Ethernet to Wi-Fi, and identifying performance bottlenecks (e.g. in the Wi-Fi environment or DSL infrastructure) helps to isolate the problem and apply the proper optimization actions. Hardware stability impacts network performance and identifying faulty hardware using CloudCheck’s system health diagnostics also allows for proactive system and software reboots.
Managing the new challenges from mobile data offloading.
Operators are deploying Wi-Fi hotspots to address the increasing demand for mobile data traffic. Opening home Wi-Fi networks for mobile guest users can congest the wireless network for private in-home users. CloudCheck provides airtime fairness tools that can guarantee QoS for private users by enforcing Wi-Fi level service restrictions on guest connections. As guest network profiles are saved in the mobile phones, private users could connect to the guest network while inside their home. CloudCheck detects such situations and ensures private users are always steered to their private network. CloudCheck can also force low performing guests to roam to a better hotspot or LTE by blocking and/or disconnecting them from the existing guest network.
Enabling self-service and user preferences through a subscriber app.
CloudCheck App’s self-diagnosis features improve user satisfaction by enabling self-help and reducing subscriber dependency on customer service. The popular Wi-Fi SweetSpots feature help’s identify coverage holes in the home and find the appropriate locations to place Wi-Fi access points. The CloudCheck subscriber app also serves as a portal for users to define their service requirements (e.g. monitoring and alerting every disconnection of a Wi-Fi security camera), which can then be merged with the diagnostics policies in the cloud/router, thereby customizing the management policies based on user preferences. As mobile broadband (LTE, 5G) becomes faster, Wi-Fi offloading may not be the default choice due to performance needs. CloudCheck can merge app and router diagnostics to decide whether a mobile device should remain in the LTE environment or switch to a Wi-Fi hotspot.
Adapting to evolving Wi-Fi applications.
CloudCheck can provide application or client specific services based on evolving needs such as voice/video delivery over Wi-Fi and connectivity for IoT devices. CloudCheck can provide targeted optimization for voice/video services such as allocating more airtime for wireless STBs upon detection of video streaming through those special devices. CloudCheck can free up the 2.4GHz band for low-cost IoT devices without dual-band capabilities by steering capable devices to the 5GHz band.
Operators benefit from solving their subscriber problems. With that in mind, CloudCheck looks at call drivers and customer complaints to define critical use-cases and then build the necessary knobs to address them.