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Attention

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ICX

“Elevate your customer engagement strategy to a higher level of digital maturity”
Get better control over CPEs and simplify operations to respond to new market conditions and commercial competitiveness
“By fixing problems in CPE via real-time remote screen assist, you can provide customers with a differentiated experience.”
“Reduce truck-rolls and call volumes by addressing problems with immediate corrective steps before they are spotted”
Hyper-personalize video services using intuitive self-care applications
“Have great visibility on endpoint connected devices to delivering seamless experiences”
ICX

iCX is a secure, feature-rich, SaaS-based solution for monitoring and managing CPEs (STBs and Gateways) at scale

ICX

Improve Operational Efficiency

  • Optimize workflow rolls through automated and simplified operations and intelligent firmware upgrades
  • Proactive real-time monitoring and self-healing mechanisms to reduce call volumes, truck-rolls 
  • App based assisted diagnostic service for field trials management and faster roll-outs
ICX

Enhance CX 

  • Accelerate customer onboarding with zero-touch provisioning and self-care app 
  • Quick problem resolutions through remote screen access to customer support personnel
  • Hyper personalization through recommendations from advanced analytics
ICX

Why ICX

Operations

Operations

Fully automated and orchestrated solution provides better visibility and clarity on the status of CPE devices

Benefits:

  • Reduce operational costs through CDN Bandwidth optimization
  • Predict churn accurately through deep learning
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

iCX - Elevate to A Higher Level Of Digital Maturity

Technology

iCX - 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.

Features

Centralized Platform
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
Fault Diagnostics
  • Diagnose device faults using methods like traceroute, log fetch, Speed test while supporting factory reset and reboot functions    
Troubleshoot and Resolution
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
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
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
Service Provisioning
  • Zero touch provisioning and service upgrades to create capacity and deliver services to customers
Telemetry and Dashboards
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
Workflow
  • Workflow automation through extended batch operations and scheduled jobs

Insights

MSOs Secret to Success: Reduce Customer Effort Through Intelligent CPE Management
Blog

MSOs Secret to Success: Reduce Customer Effort Through Intelligent CPE Management

Airtel Xstream - India's first Hybrid set-top box
Case Study

Airtel Xstream - India's first Hybrid set-top box

iCX - Manage and Monitor CPEs Intelligently
Flyer

iCX - Manage and Monitor CPEs Intelligently

Intelligent Customer Experience Management
Technical Whitepaper

Intelligent Customer Experience Management

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