Telecommunications service providers deliver residential services, such as data (internet), voice and TV services, using highly available service delivery infrastructure and communications networks. Home devices and home networks represent the residential portion of the end-to-end service delivery architecture.
According to industry analysts, around 70 percent of the service problems that residential customers report to the help desks of operators originate from the access and home network. DSL, for example, causes an average of three trouble calls per year per subscriber, at least half of which come from the customer premises. More than 50 percent of all trouble calls are related to Wi-Fi, a vital element of the connected home experience. When faced with a service-impacting problem, some customers may choose to get help by calling the service provider’s customer care center, however, others may silently churn, switching their service to another provider without calling. Improving the reliability and level of care for the residential portion of the delivery system is, as a result, critical. The goal is to proactively solve residential issues before the customer is even aware of them or, when it can’t be avoided, to provide customer care agents with optimized workflows that troubleshoot customer issues as quickly and accurately as possible when they do call.