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Systematic improvements to reach the right video QoE

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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Closing the loop in change management − the customer experience perspective

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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