For cable multiple system operators (MSOs), managing the Wi-Fi® customer experience in the home requires a comprehensive, analytics-based approach to Wi-Fi service assurance and customer care. By using home device and Wi-Fi analytics, MSOs can establish control over Wi-Fi performance, enabling both consumers and help desk agents to quickly, easily, and accurately assess Wi-Fi performance and optimize in-home Wi-Fi quality of service (QoS). When combined with self-organizing network (SON) technology, proactive analytics can be used to collect and analyze Wi-Fi device and network performance data, monitor the customer experience, predict and diagnose a poor quality of experience (QoE) and automatically correct device configuration problems. The resulting performance improvements translate into improved customer satisfaction, fewer calls to the help desk, a significant reduction in customer support costs and increased revenue from the introduction of new Wi-Fi-based services.
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