Challenge

The quality of the home network and Wi-Fi is one of the factors that contribute to determining the User Experience of the service provided by the operator. A low perceived quality of the service can have significant consequences on the Service Provider’s business, such as:

• Increased churn rate, as customers consider changing operators in search of better quality
• Less use of premium services, as customers are less inclined to use new value-added services
• High costs for technical support services, frequently contacted by users who spend more time and resources solving issues

For Service Providers offering ultrafast broadband connections, it becomes crucial to have tools that can measure and monitor the quality of the Wi-Fi connection to ensure the best coverage within the Home Network.

Italtel has developed a software solution for Home Wi-Fi QoE (Quality of Experience) to address this need.

The solution is already adopted by leading Telco operators in Italy and abroad for monitoring and analyzing data from home networks. Thanks to Italtel’s solution, operators’ Customer Care teams can more effectively detect and diagnose issues related to the customer’s experience with their home Wi-Fi.

Solution

The solution enables accurate monitoring and control of the Wi-Fi coverage quality provided by the modem supplied to users for UBB connections.
In particular, the Home Wi-Fi QoE solution allows to:

• Monitor signal distribution
• Measure packets exchanged or lost with various devices
• Check the correct modem settings based on the connected devices’ characteristics and the exchanged traffic
• Calculate the Experience Index for each terminal connected to the modem

Home Wi-Fi QoE can detect potential anomalies in advance and, in addition to automatically adjusting the modems, it enables proactive notifications to customers to improve service quality within their home.

The data generated by Home Wi-Fi QoE allows multidimensional analysis on:

• Application usage
• The quality of usage
• Variations over time

The solution also enables proactive customer care, anticipating potential problems or fault reports.

Thanks to the vital contribution of machine learning and artificial intelligence, through temporal correlations between the detected KPIs, it is able to promptly identify actual problems and highlight anomalies that could lead to degradations, even before customers perceive the onset of issues.

Benefits

The Home Wi-Fi QoE solution enables a fast and accurate diagnosis of problems in customers’ home networks, speeding up and simplifying technical support.

Diagnoses made in near real-time help Service Provider technicians identify issues promptly, reducing resolution times and lowering intervention costs. Furthermore, this timeliness significantly improves the service offered to end customers, increasing their satisfaction and loyalty.

Through advanced telemetry data analysis, providers can also select the most suitable devices for each customer’s specific needs, further optimizing home network quality and responding precisely to individual requests.

The benefits are clear: Telco Providers have a stronger customer base, increased revenue from satisfied customers less likely to migrate to other operators (Churn), and reduced Customer Care costs; end customers benefit from improved Quality of Experience (QoE) on their home network, thanks to the proactive resolution of Wi-Fi signal quality issues.

Conclusion

Home Wi-Fi QoE is not just a solution for enhancing the customer experience but also a strategic advantage for Telco Providers aiming to optimize their operations, reduce costs, and enhance their competitiveness in the market.

To learn more about Italtel’s Network Evolution & 5G solutionsNetworks Evolution & 5G, visit our page or contact us.