Troubleshooting Last-mile Network Performance With Connected Devices

Описание: A new customer calls their Internet service provider, concerned about their connection stability and buffering on their favorite video streaming service. To the customer care agent, it sounds like a Wi-Fi or device-related issue. But is it really? Could the real problem be something outside the home?

With Cisco ThousandEyes Connected Devices, care agents have access to real-time insights into customers’ home environments, including detailed speed and performance metrics, and disconnection details, to help them provide a more personalized experience and minimize escalations.

Watch this demo to see how these insights can empower agents to more accurately diagnose and resolve issues, helping ensure a seamless customer experience.

CHAPTERS
00:00 The Connected Devices Impact
00:35 Demo
01:12 Key Metrics & Tests
04:36 Effective Troubleshooting

ABOUT CONNECTED DEVICES
Cisco ThousandEyes Connected Devices offers an enhanced view of the home network, enabling customer care agents to more quickly identify the root cause of issues—whether it’s the device, Wi-Fi router, last-mile connection, or the application itself. With access to real-time and historical data, support agents can provide clear, personalized communication to customers, helping to reduce unnecessary support escalations like on-site visits. This approach can help cut costs, enhance operational efficiency, and improve customer satisfaction by equipping agents with actionable insights for a more seamless, proactive service experience.

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ABOUT CISCO THOUSANDEYES
Cisco ThousandEyes empowers organizations to assure every digital experience across every network, everywhere, every time. With built-in AI and powerful ecosystem integrations, ThousandEyes enables IT teams to proactively detect, diagnose, and resolve issues before they impact end-user experiences.