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[Rio de Janeiro, Brazil, August 28, 2024] Huawei recently hosted the Latam ICT Summit 2024 in Rio de Janeiro, Brazil. As part of the Huawei Global Optical Summit 2024 Latin America , Huawei unveiled its latest offering, the Premium Wi-Fi 2.0 solution, aimed at helping Internet service providers (ISPs) enhance user experience and usher in a new era of home broadband (HBB) premium user experience operations.
In response to the growing demand for high-speed broadband access, internet service providers (ISPs) are increasingly adopting a user experience-oriented approach to their operations. However, many ISPs face challenges in managing digital experiences and lack operational knowledge. To address these challenges, Huawei has developed the Premium Wi-Fi 2.0 solution, which offers ISPs the innovative "A-PRIME" value proposition. This solution is built on the access experience digitalized foundation, and offers precise marketing insight, reliable deployment quality, instant troubleshooting, measurable customer experience, and easy self-service capabilities. These features enable ISPs to provide premium user experience-based operations.
Precise marketing insight: The solution complements the basic subscription information and evaluates the customer experience index (CEI), providing marketing departments with insightful information, including network KPIs, device KPIs, activeness, and STA information. It facilitates the analysis of actual user experience, providing actionable insights that improve the accuracy and efficiency of marketing efforts and reduce customer acquisition costs by up to 90%.
Reliable deployment quality: The solution offers a professional field service app for field engineers. The app is preset with over 20 HBB acceptance experience items and facilitates a professional and efficient one-stop acceptance process for device quality, connection quality, and experience quality. The solution effectively reduces complaints from new subscribers by 60%.
Instant troubleshooting: For call centers, the solution includes hundreds of built-in expert experience items, condensing over 30 types of faults and sub-healthy events from the past seven days onto a single page. This enables call centers to identify 80% of HBB user complaints within 80 seconds.
Measurable customer experience: For network operations centers (NOCs), the solution offers online CEI scoring and ranking data for the past seven days. Additionally, it identifies root causes for subscribers with low scores and provides suggestions to enable ISPs to proactively identify and resolve issues before subscribers report them. This proactive approach reduces user complaints by 60%.
Easy self-service: The solution provides the LinkHome App for HBB subscribers. The app offers a variety of value-added features, such as Wi-Fi experience management and parental control. The solution strengthens user loyalty with differentiated broadband services and contributes to the average revenue per user (ARPU) of ISPs.
Access experience digitalized foundation: The access experience digitalized foundation serves as the foundation for the five preceding capabilities. It incorporates the industry's leading 3-layer, 8-dimensional CEI model and BLOA algorithm to create a quantitative scoring system for the HBB experience.
Allen Fu, Vice President of Huawei NCE Optical Network Domain, emphasized that the innovative Premium Wi-Fi 2.0 solution will equip ISPs with a competitive edge in pioneering a new era of user experience-focused HBB services. Simultaneously, Huawei will extend the use of cutting-edge technologies, including big data and foundation models, to enhance "A-PRIME" and collaborate with ISPs to accelerate the high-quality development of HBB.
