Opinion pieces

Understanding customer experience in OTT

16 September, 2017

‘Many of today’s assurance solutions for OTT focus only on parts of the delivery chain and are not broad enough to understand the customer’s experience of the service delivery’, says Mikael Dahlgren, CEO of Agama Technologies.

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Cloud TV: Multiscreen & OTT

27 July, 2017

Mikael Dahlgren, CEO at Agama Technologies, talks about the challenges faced by OTT TV service providers in matching the quality of broadcast services, and the key differences between cloud-delivered TV and traditional broadcast TV.

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Assuring the video services of tomorrow

1 August, 2016

‘We are going through a period of rapid change in video distribution solutions, largely as a result of how much they have diversified in recent years. There are now more obstacles that operators must navigate in order to guarantee their subscribers’ service experience. Fortunately, however all this also opens up new opportunities for efficiently doing just that,’ says Mikael Dahlgren, CEO of Agama Technologies.

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Systematic improvements to reach the right video QoE

17 June, 2015

Many video operators spend a lot of time, effort and resources on detecting, pinpointing and restoring event oriented problems, such as broken equipment or faulty cables. These processes focus on detecting incidents and then bringing the system back to its normal state of operation. What is sometimes overlooked, or at least handled with lower priority, is if the normal state is what it should be? What is the overall delivered service quality when we have no known faults? What is our normal level of service quality and availability? What could or should it be?

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Evolution of monitoring ecosystem

11 June, 2015

Video service operators are now taking monitoring a step further by using data to drive processes across their organisations and reaping great benefits as a result. Opinion piece by Mikael Dahlgren, CEO at Agama Technologies. Published in IBC2015 Daily Preview Issue on June 11, 2015.

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Closing the loop in change management − the customer experience perspective

14 April, 2015

Side-effects of service environment changes are often a major contributing factor in negative customer viewing experiences. Operators can manage these changes efficiently and effectively − and close the loop in the change management process − with a customer experience centric approach.
Guest post by Mikael Dahlgren, CEO at Agama Technologies. Published in IP&TV News Expertise Zone on April 14, 2015.

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