Getting an overview of the customer setup has become more challenging, as the ecosystem has grown with more managed and unmanaged devices and apps for consuming the TV service. TV-set analytics is an app that focuses on what type of TV that is connected to the set-top box and the quality of experience for the customers.
In this article, we’ll discuss the advantages of TV-Set Analytics and how it can assist you in making data-driven choices that lead to improved quality of experience, customer retention, and monetization.
Reducing troubleshooting time and gaining TV-set Insights – for a better user experience
As a video service provider, a task you may encounter from time to time is troubleshooting set-top box issues. These issues can range from minor to severe including audio and video distortion, to blank screens or even complete system failures. Lengthy and complicated troubleshooting processes steal valuable time from your team – time that could be spent on more important activities, while tedious issues with your video services may lead to a rise in customer care calls and a decrease in the QoE by your end-users.
One common issue with HDMI and HDCP is the handshake problem. This problem may be caused by faulty cables or incompatibility issues between the TV and the set-top box. By finding the troublesome models, the service provider can quickly spot and rectify any handshake problems.
Agama TV-Set Analytics
By using the Agama TV-Set Analytics app that uses EDID (Extended Display Identification Data) from the TV and quality metrics from the set-top box, one can identify if certain models have poor quality issues if the set-top box uses the right resolution for the TV, or if there is a combination of a specific TV and a version of set-top box or a firmware release that seems to have issues.
In addition to quick help with solving troubleshooting issues, TV-Set Analytics using EDID information can help service providers in optimizing set-top box performance. By analyzing the capabilities of the TV-set, the optimal resolution and refresh rate for the set-top box can be determined. This improves the user experience and increases customer happiness. Furthermore, it might be interesting to find out the share of the customer base that has a TV that can make use of 4k, or even 8K content.
Key Takeaways
The combination of the Agama TV-Set Analytics app is a powerful tool for video service providers when troubleshooting set-top box issues.
By quickly identifying compatibility issues and optimizing set-top box performance, this tool leads to:
- Better user experience: Ensure that the set-top box is performing optimally, that user can have a smoother and more seamless viewing experience.
- Improved customer satisfaction: Resolving issues quickly and effectively leads to a better user experience and happier customers.
- Reduced support and maintenance costs: By solving issues more efficiently, video service providers can save money on support and maintenance costs.
About Client Device Monitoring (CDM)
The TV-Set Analytics app is an add-on to the Agama Client Device Monitoring and Analytics solution, which provides visualization, analytics, alarming, and correlation, to enable real-time end-user experience insights. The Agama solution is scalable, supports all modern delivery technologies and can be used in OTT, IPTV, Cable, or hybrid deployments.
More information is found here.
About Lena Rosén
With over 15 years of experience in the telecom & video industry, Lena has been working at Agama as a Product Manager and Solution Architect since 2017. As part of the product team, she works closely with Sales and Marketing, with a primary focus on device and partner integrations.
