For cable service providers, competition is fierce and comes in various forms, such as streaming video and 5G operators; preserving and elevating customer satisfaction is imperative, as is quantifying and managing video fraud to protect from revenue loss and impact to the bottom line.
Sandvine’s Active Network Intelligence portfolio of use cases and products provides cable service providers with the tools for: delivering proactive care, protecting the upstream link from congestion, and identifying and managing video fraud.
For Net1, the key to maintaining high-quality service is to restrict the growth of new subscriber numbers and monitor existing subscribers carefully to ensure sufficient bandwidth availability. Net1’s Customer Care team is empowered by Sandvine’s Customer Care Insights - a network intelligence driven tool that provides an instant, single-user, network view. The deployment of Customer Care Insights has resulted in a 35% reduction in the average call handling time. It has also created a more streamlined and efficient onboarding process for customer care agents.