Denver -- CNG2019 -- The in-home WiFi market may be paved with challenges, but some cable operators are using AI and analytics to fill those potholes and generate opportunities for new revenue.
"Customers don't care that their service is bad or why the service is bad. They want 100-megabit connections and they're only getting 10, it's our fault. And it doesn't matter if they have a router that's 10-years old: It's our fault their service isn't good," said Tom Williams, vice president of engineering and technology at Schurz Communications. "It doesn't matter how many truck rolls we sent. It doesn't matter how our customer service reps interact with the customer; they want 100 meg service for their wireless service."
Cracking the In-Home WiFi Challenge
Panelists included (L to R) Jeffrey De Sarno, chief technology officer, Westman Communications; Josh Redmore, lead architect, Wireless Research and Development, CableLabs; Justin Wolf, director of software product development, ADTRAN; Tom Williams, vice president, engineering and technology, Schurz Communications; and moderator Alan Breznick, cable/video practice leader at Light Reading.
About seven years ago, Westman Communications decreased this problem when it began a managed WiFi service, said CTO Jeffrey De Sarno. Today, 75% of new customers take the service, he said. One problem is education; the other is the analysis of the data all these customer-connected devices create, he said.
With insight into residential networks, operators are more proactive about problem gear, outages or other issues, Kamalini Ganguly, senior analyst at Ovum told Broadband World News, citing the research firm's ongoing consumer surveying.
"Today a large portion of consumers have the speed they want -- they can stream all the video they want. They want reliability," Ganguly said. "We are seeing that particularly among younger consumers. They're happy as long as they get a certain degree of speed and they're willing to churn if they perceive another operator to be more reliable."
By deploying mesh network technology and managed WiFi, Westman saw an immediate, positive impact to its bottom line, said De Sarno. For its part, Schurz Communications' recently deployed offering is growing rapidly, said Williams.
"Our quota's completely full on the next ten days of deploying this," he said.
Shields Energy's cloud-based IoT subscription service monitors power usage for telcos. It's currently only available to service providers for internal use, but it's an offering CSPs ultimately could provide to their customers for differentiation, lower churn and more revenue.
CBTS debuted a family of 10 Gbit optical networking solutions, coupled with off-the-shelf hardware and systems integration services designed to replicate the vendor experience of proprietary system days.
MSOs now have widely deployed DOCSIS 3.1 across North America, yet only a small percentage of consumers have subscribed so far. Light Reading Cable/Video Practice Leader Alan Breznick asks if it was worth the investment during this CNG2019 panel.
Tune in to Broadband World News Radio on February 14 at 11 a.m. ET / 8 a.m. PT / 4 p.m. UK when John Isch, Practice Director of the Network and Voice Center of Excellence at Orange Business Services, discusses use cases, ROI and misconceptions of software-defined wide-area networks, virtualization and cloud.
Consumers are buying millions of IoT devices, from smart thermostats and security systems to intelligent entertainment setups and furniture. Yet many of these devices remain isolated because home users are uncomfortable connecting them to each other – or even their WiFi. After all, their WiFi network was probably designed only to handle a few laptops, a gaming system and a couple of smartphones. Now, demand on the network is surging and even though you're delivering 100 Mbps to 1 Gbps, that doesn't necessarily mean the broadband power is in the right place or reaches every corner of a home.
Even if WiFi coverage is sufficient, typing is not on trend. Voice is far more natural, easier and faster. Using a TV keyboard is archaic when more and more households have access to cloud-based voice services, like Amazon Alexa. This webinar will explore how service providers can create a comfortable, truly smart home for consumers – simultaneously driving up margin and loyalty.