Invests in AI technology to remotely optimise its FTTH connections to bring down the resolution time considerably for customers
The solution to offer real time analytics of the connection with actionable insights on customer experienceExcitel, India’s fastest fiber broadband network provider, today announced investment in AI technology to remotely optimise its residential Wi-Fi connections through a partnership with Aprecomm. This AI technology will help Excitel bring down the customer issue resolution time and enhance the customer experience on its network of almost 600,000 connected households.
Aprecomm’s AI Stack for WiFi OEM/ODMs allows Excitel to convert its FTTH connections to A.I enabled Smart WiFi access points. The technology offers proactive monitoring and measuring of the Wireless Experience of the connected devices and provides real-time insights to improve the reliability and performance of the network.
Talking about the investment into the technology, Vivek Raina, CEO, Excitel Broadband, said, “We at Excitel believe that seamless customer support is a key towards building superior services. A large section of issues that our customers report revolve around router rebooting, configuration or access. Now, with integration of Aprecomm into our platform, we will be able to monitor the quality of wi-fi being accessed by individual devices kept in various parts of a household. Besides that, our customer service agent using this technology can remotely solve many such issues for the client. The insights Aprecomm’s solution brings helps us automate configuration management and reduce resolution time for our customers, bringing them an unmatched high speed internet experience. Excitel FTTH connections will now be able to self-adapt and optimize based on the user’s needs.”
The measurable improvements offered by the integration between Excitel and Aprecomm also lead to lower maintenance cost and improved customer satisfaction for one of the country’s fastest growing Fibre ISP.
Elaborating on the same, Pramod Gumaraj, Co-Founder and CEO, Aprecomm, said, “ISPs spend huge costs owing to repeated calls and complaints on service, user dissatisfaction and some of the legacy service modules, this mandates a need to integrate 24/7 WiFi monitoring tools like VWE to identify WiFi issues instantly with end to end network visibility. Increase in usages and connected devices drive the need for Network Intelligence and Automation to ease management. With VWE, we are fusing every shipped CPEs with the intelligence of the admin, customer support engineer and the WLAN experts and automate actions by correlating Terabytes of data in real-time. With Aprecomm VWE integrated, Excitel will now be able to quickly deploy resources to ensure the internet is up and running in no time.”
Excitel has already deployed the solution across 250,000 fibre connections till date. By the end of August, all Excitel fibre users will be converted to intelligent WiFi access points, enhancing their internet experience further.