Subscriber experience management

For Service Providers

Haystack

See your subscriber network in a new light

Haystack is our CSP software solution for superior subscriber experience management. It provides end-to-end visibility of your entire subscriber network, identifies issues in real-time, supplies tools to troubleshoot problems, and offers automated workflows to resolve subscriber issues proactively.

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Full network visibility, informed support, and empowered CSPs

Haystack offers a more efficient way to manage smart home devices while increasing subscriber satisfaction.

Enhance your service with Haystack

Happier customers, less churn

Intelligent and AI-powered monitoring alerts notify CSP support teams of issues before customer experience takes a hit.

Save resources, money, and time

See your entire network and monitored KPIs alongside recommended changes that allow you to remedy identified network issues and reduce truck rolls.

Resolve issues faster

An intuitive interface provides technicians with relevant device Quality of Experience (QoE) and network health data in the subscriber’s home, and tools to reach a resolution to subscriber issues.

The Haystack suite puts your team in control

Signal

Browser-based data dashboards provide visibility into WiFi health for each subscriber location and proactively alert support teams to issues.

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Frontline

A robust support application with real-time diagnostics at the node level and sophisticated network performance tools capable of making automatic, performance-maximizing adjustments.

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Panorama

A series of comprehensive dashboards delivers network-level insights, KPI tracking, and device and security analytics throughout the entire customer lifecycle.

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What can Haystack do for your bottom line?

67%

fewer

truck rolls

30%

churn

reduction

All statistics are taken from the Plume Total Cost of Ownership (TCO) Study (2020) and represent the greatest percentages measured for each category. Long-term phone call and cost records for over 2 million customers were analyzed to measure the operational benefits of the Plume CEM platform deployment. This TCO study considers a blended deployment model of Tier 1, Tier 2, and Tier 3 CSPs on a per-customer basis, including multiple service types and home types.

Smart solutions for your home and small business subscribers