Today’s internet experience in the home is centered on Wi-Fi®, and consumers are demanding reliable and ubiquitous Wi-Fi connectivity throughout the home. Wi-Fi-enabled devices proliferate throughout the entire home: from laptops, tablets and smartphones to set-top boxes, game consoles, and streaming media devices. In addition, as the Internet of Things (IoT) moves into the home, the Wi-Fi connected home network will become even more complex with the addition of devices and sensors for home automation and security and energy management.

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, operators 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). Ultimately, proactive analytics can be used to collect and analyze home device and Wi-Fi performance data, monitor the Wi-Fi customer experience, predict and diagnose a poor quality of experience (QoE) and automatically correct Wi-Fi and device configuration problems. The resulting performance improvements translate into improved customer satisfaction, as well as significant reduction in operator support expenses.

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