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Four Ways Cable Operators Can Boost the Customer Experience

By Mae Kowalke, TMCnet Contributor

The customer experience has always mattered, but its importance has grown in recent years. This has been driven by increased global competition, including the almost instant availability of alternations, and the rising expectations by fickle and informed consumer. Yet, cable operators have a long way to travel if they want to deliver the customer experience (CX) that consumers demand.

The Temkin Group’s Q3 2014 survey of 10,000 US consumers’ opinions about goods and services registered the lowest ranking average Net Promoter Score (NPS) for pay TV providers, a telling statistic. Internet service providers did almost as poorly, coming in only one position higher.

“As technology innovations drive shifts in consumer behavior and open new service opportunities, operators must start eliminating pain points,” stressed Alcatel-Lucent’s Nicholas Cadwgan in a recent TechZine article, Cable MSOs transform the customer experience. “This includes any obstacles that will impede their ability to launch and provide adequate care and quality assurance for those services.”

Cadwgan lays out four customer experience management (CEM) areas that cable operators should focus on.

Kabel Deutschland Simplifies its IP Edge

Mae Kowalke, TMCnet Contributor

IP address exhaustion is an issue every Internet service provider must face. With the dwindling of IPv4 addresses, operators must migrate to IPv6 and seamlessly if they are to meet the needs of commercial, residential and mobile services.

For Vodafone Company Kabel Deutschland (KD), Germany’s largest cable operator, it was no question whether the move to IPv6 would be a bolt-on solution or something more integrated. A bolt-on solution would not do for KD, according to a recent Alcatel-Lucent case study on KD. The company needed to address the issue of flexibility to accommodate long-term growth and next generation service delivery without compromising its reputation for high-performance and high-value service.

Cable MSO Discovers the Benefits of 10G EPON

Mae Kowalke, TMCnet Contributor

Bright House Networks loved its 1G Ethernet passive optical network (EPON). But there was just one problem: demand was increasing, and 1G EPON was quickly becoming not enough.

The cable multiple system operator, the sixth largest owner and operator of cable systems in the United States, serves roughly 2.5 million subscribers with its video, high-speed data, home security and automation and voice services.

Bright House Networks is a proponent of EPON because it allows the company to provision multiple customers onto one fiber and still provide dedicated bandwidth without oversubscription. It is their preferred way to accelerate the transformation of their network to an all IP ultra-broadband infrastructure.

Cable MSOs Need a Flexible Network Edge

By Mae Kowalke, TMCnet Contributor

It seems these days that no matter how much bandwidth and services multiple systems operators (MSOs) it is not enough. Subscribers want higher quality user experiences not just for their televisions but for the exploding number of other network connected devices they possess which are multiple media bandwidth hungry. 

Even if cable MSOs can meet current demands the pressure to go faster is intense, especially when the competition is only a click and a quick connection away.  This need for speed to the market and in the market is placing increasing strains on cable system architectures and creating a need to accelerate cable network IP transformation.

As Time Warner Cable senior director and chief network architect Michael S. Kelsen has written: “Cable operators are seeing their network capacity requirements double approximately every 24 months to keep up with customer demand and the launch of new services.”

One way to cope with increasing capacity demands is ensuring cable operators have a flexible network edge. A flexible network edge helps maintain growth but reduces costs at the edge of the network by supporting the evolution of residential, commercial and even mobile services.

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