Crystal Ball: Customer Experience Looms Large

Crystal BallThe end of the year is quickly approaching, and as fast as it is moving out, the prognostications are coming in for 2018. What will cable’s New Year’s resolutions be? Netcracker Technology feels that customer experience should be at the top of the list.

One area of concern is how to drive innovation and agility without being disruptive to customers.

“It is an ongoing data management exercise,” said Paul Hughes, Netcracker’s director of strategy. “It is a customer lifecycle process centered around data. Core points (should be) captured, measured and used in a way that the ongoing customer journey continues to be refined.”

Data from the back office – such as customer relationship management (CRM), billing components and social media – can help an operator define the optimal journey for each customer. By analyzing information from these and other core sources, the cable operator can determine how to initiate the right interactions, service notifications and package modifications.

“All data gets captured as part of the process (in the) digital service era. (Operators) should take all the data, use AI and analytics, to get more insights around the customer,” Hughes said, noting that a good experience leads to retention.

Becoming a one-stop shop is another way to improve the customer experience, and thereby reduce churn, Hughes said. Operators have a better opportunity to stay in video and not just sell capacity and connectivity if they become the center of customer interaction and an “experience integrator.”

An example is working with over-the-top (OTT) providers that may not have the marketing power to reach and attract large numbers of customers.

“The best way to drive eyeballs is to have a relationship with the MSO,” Hughes said. “Cable can take on the responsibility of onboarding, managing billing and revenue sharing …. From the consumer perspective, this creates the opportunity to strengthen (an operator’s) role in the market.”

A sci-fi fan might appreciate learning about an OTT provider that offers related content and would likely be willing to pay for it.

“The operator can differentiate, by (taking on) a central role,” Hughes said.

Looking even further into the future, 5G wireless technology, while likely a couple years away from reality, will offer increased bandwidth, but will bring with it connectivity and power issues, Hughes said. The cable operator could take on the responsibility of providing connectivity and bridging the gap for 5G networks.

Cable, however, could also see 5G as a direct threat, with its promise to offer gigabit speeds and support 4K video streams through a wireless provider.

“This becomes one of the areas where cable has to think about the great opportunity to partner to provide quality of experience. But it also is a competitive threat if they don’t think about ways to take advantage of it,” Hughes said.

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FTTH reaches almost 6m lines in Spain

FTTH reaches almost 6m lines in Spain

Spain: According to new data from la Comision del Mercado de las Telecomunicaciones, FTTH reaches almost 6m lines and overtakes DSL
That’s why the FTTH Conference 2018 will be in Spain!



GPONDOCTOR will organize its most popular training course on “mastering” Fiber to the Home Networks”.

This time it will be hold in the beautiful city of Bilbao (Bizkaia-SPAIN) from October 17th till October 19th 2017.

In order to celebrate its 5th edition, this time we include “for FREE” a social event on “wine tasting” where you will be able to create your own wine.

Interested!: send an email to “”.

Find more details about the training course at:

FTTH training brochure

UK Government funds six gigabit FTTH projects

September 5, 2017
LW Staff

The UK Government has announced approximately £10 million in funding for six test projects that will see the installation of fiber to the home (FTTH) infrastructures capable of supporting gigabit broadband. The projects are part of a £200 million plan to expand broadband access to UK businesses, schools and hospitals.

The FTTH initiatives will target Aberdeen and Aberdeenshire, West Sussex, Coventry and Warwickshire, Bristol and Bath and North East Somerset, West Yorkshire and Greater Manchester.

“For our economy to thrive, it is vital we make smart investments to ensure our digital infrastructure is world class and fit for the future,” said Exchequer Secretary to the Treasury Andrew Jones, MP. “Full fiber connections are the gold standard and we are proud to announce today the next step to get Britain better connected.”

The Government set aside the £200 million in its Spring Budget as part of a four-year program to stimulate the broadband infrastructure market and encourage use of all-fiber networks. Related initiatives include the Digital Infrastructure Investment Fund (see “UK Government’s Autumn Statement targets new FTTP connections”) as well as legislation to enable business rate relief for new fiber deployments. The Government says it will spend the remaining £190 million by 2020-2021.

For related articles, visit the FTTx Topic Center.

For more information on FTTx technology and suppliers, visit the Lightwave Buyer’s Guide.

AI’s Future Is In the Cloud, But Why Are Fiber Optic Networks Vital?

According to a report from Markets and Markets, the global Artificial Intelligence (AI) space is expected to surge to $16 billion over the next five years, growing at a CAGR of nearly 63 percent from 2016 to 2022. AI is the development of smart systems that can perform tasks which normally require human intelligence. Machine and deep learning are subsets of AI that mimic activities in neural networks of the brain where thinking occurs. Deep learning software can be programmed to recognize patterns in the digital representations of sounds, images and other data.

Artificial Intelligence Is More Than Killer Robots

While popular images of AI involve robots bent on annihilating humanity, the most common real-world applications are taking place at the consumer level. If you own an iPhone and have ever asked Siri to find you the nearest Brazilian steakhouse, you’ve used a machine learning program. The same goes for AI home assistants that allow one to ask for a specific song over dinner or switch off a smart bulb on the way to bed.

But AI goes far beyond these ‘gee-whiz’ consumer applications and is now being adopted by the enterprise. Machine learning is transforming the intelligent enterprise by automating the detailed analysis of large volumes of structured and unstructured data using a linguistics-based approach. In the financial services sector, trading and risk management are two areas that are benefitting from advancements in deep learning and pattern recognition. Healthcare is deploying image recognition and machine learning techniques to enhance neo-natal care and cancer treatment. And civil engineers and city planners are leveraging deep learning programs to predict traffic conditions and automobile accidents, as well as the structural response of multi-story buildings during earthquakes.

Networks: Providing Access To the Brain In the Cloud

Recently, we have seen a tremendous level of investment of AI capabilities in cloud platforms. While companies such as Google, Amazon, Microsoft and IBM represent the vanguard, many Platform-as-a-Service (PaaS) solutions providers have also started incorporating AI capabilities.

High-bandwidth internet connectivity is as imperative for cloud implementation as it is for bandwidth-intensive enterprise applications that rely on the cloud’s compute and storage power. Given the vast amounts of data that will need to be analyzed quickly and at scale, cloud computing and fiber-optic networks will become even more essential for the delivery of AI services.

If AI is the brain in the cloud, then networks are the arteries providing necessary blood flow. In fact, the network is the only entity that interacts with all elements of the cloud — the cloud data centers, services and applications — and is ideally positioned to enhance both cloud and machine learning adoption.

Traditional network architectures are incapable of meeting the demands of AI and machine learning, which involve enormous volumes of raw and processed data moving between our devices, our businesses, community, data centers and networks. Advanced fiber-optic networks and transport services will therefore be required to enable cloud services with the necessary availability, security, performance and scalability to drive increased adoption of AI and machine learning applications.

The network, high bandwidth connectivity and the Cloud must all converge to create the perfect environment for AI to deliver on its limitless possibilities.

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LIGHTWAVE ON LINE: GPONDoctor shows GPON test equipment at Fiber Connect

LIGHTWAVE ON LINE: GPONDoctor shows GPON test equipment at Fiber Connect

June 19, 2017
Lightwave Staff

GPONDoctor Scoop, a provider of GPON test, analysis, and monitoring platforms based in Spain, used last week’s Fiber Connect 2017 in Orlando, FL, to increase its visibility in the North American market. True to its name, the company displayed a range of test instruments for GPON network technicians.

The company launched in January 2016 with the acquisition of test equipment company WYZARTEL SL from TECNALIA Research & Innovation. GPONDoctor offers a wide range of test equipment for network operators and technology developers, as well as training and testing services. Customers include China Mobile, Telefonica, Orange, and Huawei.

Systems on display in Orlando included the GPONDoctor 4000 series GPON protocol tester; a laptop version, the 2000 series, also is available. The company’s T-REX test system features built-in automated test suites for BBF TR-247 and TR-255. For lab applications, GPONDoctor also offers an OLT emulator.

“Our very fast hardware-based and portability features, coupled with intelligent software, allows a GPON operator to troubleshoot a truly scaled network in the field, or verify a new FTTH product in the lab, by easy visual detailed correlation of the complex protocols and per user decoded packet capture analysis for data, voice and video, all in real time,” asserts Enrique Areizaga, CEO at GPONDoctor. “We continue to experience growing demand for our tools, and have engaged in great discussions with premier companies at Fiber Connect 2017.”

For related articles, visit the Test and Measurement Topic Center.

For more information on test platforms and suppliers, visit the Lightwave Buyer’s Guide.




GPONDoctor Scoop will participate in the International specialized Exhibition of fiber broadband industry  “Fiber Connect 2017” in Orlando, Florida, which will be held within June 12-14, 2017.

We are pleased to invite all of you to visit our Booth No. 732, where we will show our GPON Test Solutions.
We look forward to meeting you soon!