Greater visibility and actionable insights to deliver seamless experience
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iCX is a secure, feature-rich, SaaS-based solution designed to monitor and manage Customer Premises Equipment (CPE), including Set-Top Boxes (STBs) and Gateways, at scale. It optimizes operational efficiency by automating workflows, simplifying operations, and enabling intelligent firmware upgrades. With proactive real-time monitoring and self-healing mechanisms, iCX minimizes call volumes and reduces the need for truck rolls. The solution also offers app-based assisted diagnostics, ensuring efficient field trial management and faster rollouts.
iCX enhances the customer experience by accelerating onboarding with zero-touch provisioning and a self-care app, allowing for seamless setup. It ensures quick problem resolution through remote screen access for customer support, while also offering hyper-personalized experiences through advanced analytics-driven recommendations. This combination of operational and customer experience improvements makes iCX an essential tool for businesses aiming to streamline management and elevate service delivery.
Features
Centralized Platform
- Provides a single pane of glass for management and monitoring of multiple device types and services
- End-to-end device management with apps, software configurations and firmware upgrades
Fault Diagnostics
- Diagnose device faults using methods like traceroute, log fetch, Speed test while supporting factory reset and reboot functions
Troubleshoot and Resolution
- Allows service representatives to remotely manage and control a specific CPE with remote screen assist and resolve issues with intuitive screens and automated processes
Software Application Management
- Remote firmware upgrades
- Application lifecycle services with ability to install/uninstall, block/unblock apps, including data and cache clearance functionality
Service Assurance
- Deliver reliable services running diagnostics across multiple devices to WAN to LAN to VOIP and LTE
- Self-care app empowering both subscribers and technicians to diagnose and resolve issues
Service Provisioning
- Zero touch provisioning and service upgrades to create capacity and deliver services to customers
Telemetry and Dashboards
- Intuitive Telemetry dashboards with dynamic updates to threshold settings, notifications
- Business intelligence reports related to status of devices, their events and user behaviour
Workflow Automation
- Workflow automation through extended batch operations and scheduled jobs
User Types
Operations Management
Operations Management
Fully automated and orchestrated solution provides better visibility and clarity on the status of CPE devices.
Benefits:
- Reduces truck rolls through proactive real-time monitoring
- Improves operational efficiency through intelligent firmware upgrades
Customer Service
Customer Service
The technician gains visibility into remote CPE allowing faster issue resolution and improved service efficiency.
Benefits:
- Deliver first-rate customer experience
- Reduce call volumes and deliver an uninterrupted viewing experience
Marketing and Business Innovations
Marketing and Business Innovations
Business intelligence reports and actionable insights derived from machine learning-based analytics on device telemetry.
Benefits:
- Stop revenue leakage by preventing unauthorized use of managed devices or pirated content
- Use rich data on usage patterns to help generate new revenue streams, hyper-personalize services, and improve marketing ROI
Technology
Elevate to A Higher Level Of Digital Maturity
iCX uses a secure, scalable, and distributed platform designed with the most latest device management standards and deep learning algorithms. iCX uses the secure protocol to communication with CPEs deployed worldwide and provides a highly available data path. It can efficiently manage various device types across different middleware platforms such as Android TV, RDK, and proprietary Linux middleware. It is compatible with MSO backend systems via standard REST APIs.
Proactive self-healing of heterogeneous CPEs for a European Telco across multiple countries
Partners
Insights
Information Hub
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What is iCX?
iCX is a secure, SaaS-based solution for monitoring and managing Customer Premises Equipment (CPE) such as Set-Top Boxes (STBs) and Gateways. It offers automated workflows, real-time monitoring, and intelligent firmware upgrades to enhance operational efficiency and customer experience at scale.
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How does iCX improve operational efficiency?
iCX automates operations, provides proactive real-time monitoring, and enables self-healing mechanisms, significantly reducing call volumes and truck rolls. It also includes app-based assisted diagnostics to facilitate faster field trial management and rollouts
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How can iCX enhance customer experience (CX)?
iCX accelerates customer onboarding with zero-touch provisioning and a self-care app. It allows for quick problem resolution via remote screen access for support personnel, and offers hyper-personalized service through advanced analytics and recommendations.
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What types of devices can iCX manage?
iCX can manage a variety of devices, including STBs and Gateways, across multiple platforms such as Android TV, RDK, and proprietary Linux middleware. It integrates seamlessly with MSO backend systems through standard REST APIs.
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What are the advantages of iCX over similar solutions?
iCX stands out with its end-to-end automation, proactive monitoring, and self-healing capabilities, which reduce manual intervention and improve operational uptime. Unlike many other solutions, iCX provides real-time diagnostics, seamless firmware upgrades, and a centralized management platform that ensures a superior customer experience. It also supports multiple device types and platforms, offering greater scalability and flexibility.
