Assuring Performance for Last-mile Networks
Internet service providers (ISPs) often have good visibility and control into network performance only up to the router inside their customers’ homes. However, most support calls are related to issues beyond this point, such as poor in-home Wi-Fi. Traditional speed tests can’t distinguish between performance within the home network and issues on the broader Internet.
Connected Devices provides a comprehensive view of the home network, enabling customer care agents to quickly identify when issues stem from the device, Wi-Fi router, last-mile connection, or the application and clearly communicate these issues to customers. Along with proactive and historical trends for individual customers, ISPs can reduce unnecessary support escalations, such as on-site visits, reducing costs and increasing efficiency. By empowering agents with real data, ISPs can improve customer satisfaction and deliver a seamless experience.
Optimize Home Wi-Fi Performance
Determine if a broadband performance issue is occurring inside or outside the home, using ThousandEyes RealSpeed technology, so customers can enjoy uninterrupted activities like streaming and gaming
Validate Application Performance
Measure key metrics such as latency and download speed, both scheduled and instant, from the home router or Internet access point to deliver an optimal quality of experience across all user interactions.
Elevate Support with Relevant Insights
Enable customers to perform real-time speed tests and equip agents with tools to track disconnections and historical data. This streamlined approach speeds up resolutions, reduces escalations, and boosts customer satisfaction.
Operator Solutions
Enhance Customer Satisfaction and Network Reliability
Real-time network performance insights are crucial to quickly resolve issues and keep customers happy. By proactively addressing potential Internet performance problems and closely monitoring the end user experience following new service or equipment rollouts, ISPs can significantly reduce churn. These strategies not only boost customer satisfaction but also help meet regulatory standards, strengthen competitive positioning, and reduce support costs. Connected Devices equips ISPs with comprehensive tools for real-time network monitoring, performance analytics, and proactive issue resolution to maintain excellent service and customer retention.
Optimize ISP Performance With Connected Devices
Demo
Troubleshooting Last-mile Network Performance With Connected Devices
In this demo, we’ll look at how service providers can quickly troubleshoot and resolve customer issues.
Regulator Solutions
Empowering Regulators With Unmatched Broadband Insights
Ensuring broadband service for millions of people involves an intricate web of interconnected systems that span the globe. Regulatory authorities are responsible for ensuring that ISPs deliver dependable and high-quality Internet services to consumers. To uphold these standards and protect consumers, regulators need thorough and accurate data.
Connected Devices: Empowering Regulators With Critical Broadband Insights
See every network, so you can assure every experience.