Customer Satisfaction Drives Lifetime Value
In today’s world of OTT, pay TV operators must aggregate content from all TV sources to deliver a competitive service offering to their subscribers. Despite the increasing complexity that this brings, operators need to maintain their reputation for rock solid delivery if they are to retain their position as the one-stop shop for TV content.
Vewd IQ meets this challenge by applying machine learning to TV device data, in combination with other available datasets, to generate real-time analytics about how a TV service is being perceived by subscribers. It not only benchmarks service quality, but also identifies likely causes when issues occur, providing recommended remedial actions and predicting when systems may be under strain in the future.
These prescriptive analytics are integrated with the operator’s workflows and the consumer device UX to automate problem resolution, immediately saving cost while avoiding satisfaction drop offs that may have long term adverse effects on customer lifetime value.
Vewd IQ
Gain access to Vewd IQ product data
MANAGE PERCEIVED QUALITY TO SUPPORT SUBSCRIBER RETENTION
APIs and dashboards allow monitoring of content playback, service delivery performance and software quality enabling real time problem detection and performance forecasting.
ENSURE SOFTWARE UPGRADES ENHANCE BUSINESS OUTCOMES
Comparison of usage patterns between software versions and alternative device configurations ensures that adding new service features does not degrade the experience for viewers.
AVOID EXPENSIVE CALL CENTER ESCALATION BY SUBSCRIBERS
Advanced machine learning (ML) algorithms analyze system data to provide input to autonomous systems that guide users to solve service issues for themselves with messages delivered through their devices.
REDUCE PROBLEM RESOLUTION TIME AND COST
Device integration generates intelligence driven analytics about both system behavior and user interaction, supporting call center operators with analytics to improve customer service with reduced effort.
Intelligent Experience Optimization
QoE TRACKING AND FORECASTING
Tracks and forecasts experience perception, for early detection and semi-automated resolution of video delivery problems.
SOFTWARE VERSION BENCHMARKING
Analytics show the impact of different software versions on experience speed and stability, and identify areas for improvement.
BUILT ON THE VEWD IQ DATA PLATFORM
Updatable and configurable client enables integration of device data into a complete roadmap of cloud-based intelligence modules.