Over the past decade, the rapid expansion of digital data has surpassed our ability to analyze and assess it. Operators must deeply understand the home environment and consumer behaviour to remain competitive. Utilizing data analytics can help operators gain valuable insights into consumers’ needs and potential issues affecting the customer NPS.
Structured video analytics is a practical approach to achieving this goal. This technique leverages quality metrics and metadata from the entire customer base, giving operators visibility into their customers’ situations and experiences.
Why do systematic data analytics matter
In short, structured video analytics helps operators to test hypotheses, measure performance, and proactively prevent and resolve issues. By examining device performance, network location, and content consumption, operators can gain a deeper understanding of the user experience.
The Agama Video Observability platform allows operators to monitor and analyze quality metrics, metadata, and other key performance indicators, providing a comprehensive view of consumer sentiment toward video services. This can help them to identify and resolve issues proactively, improving customer satisfaction.
What is needed for operators to understand a customer’s situation and resolve issues efficiently?
Let’s take a more in-depth look at a few of the most important elements.
Understanding the Performance of the Device
To gain a comprehensive understanding of the end-user experience, it’s important to have a deep understanding of the device performance. It is very important to know what happens with the device and how it interacts with different platforms such as DRM and others.
The metadata is key for categorizing devices – which is becoming more important as the number of devices on many platforms continues to grow. By understanding device performance, operators can identify potential issues and take preventive measures.
Importance of the Network Location
Another important factor is network location. The in-home network is complex, with WiFi and power line modes, and it’s essential to understand how it works. Operators must know where their consumers are on the network, which can be challenging given the number of devices in use.
However, structured analytics empowers operators to gain insights into network locations and make improvements at the appropriate points in the delivery chain.
Content Consumption and Customer Experience are crucial
Finally, knowing the type of content customers consume and how they consume it is critical. Linear TV service varies from consuming catch-up or interactive content, which involves different networks and infrastructure components. Operators must analyze content consumption and customer experience across various distribution technologies to ensure optimal delivery for diverse content and customers.
By leveraging both internal information and external metadata, operators can comprehensively assess consumer experiences. This enables them to proactively detect and resolve issues, ultimately ensuring customer satisfaction.
In conclusion, structured video analytics is a powerful tool for operators seeking insights into the home environment and consumer experience, enabling them to make informed business decisions that lead to improved customer NPS.
Agama Observability is an essential tool for operators looking to take their video services to the next level and gain a competitive advantage in the market. It provides end-to-end observability and real-time insights across the entire delivery chain, from the headend to the customer’s device, enabling operators to see what’s happening at every stage of the video delivery process.
About Anders Svensson
Anders is a successful technology executive with more than 20 years of experience in the telecommunications, information technology, and streaming industry. He is responsible for the technology selections working closely with product management and development teams to ensure the best possible prerequisites in creating Agama’s industry-leading solutions.