Agama Technologies, the specialist in video service quality and customer experience, has announced that netplus, a Swiss triple-play service provider owned by a group of operators, has supplemented its Agama head-end service quality assurance set-up with Agama’s Embedded Monitoring Solution. This extension enables netplus to cover the complete end-to-end hybrid IP/cable TV service distribution, giving it awareness and insights that have resulted in increased control and confidence in its service operations, as well as improved customer experience and satisfaction.

In 2012, netplus deployed Agama’s powerful TV head-end service quality monitoring solution to continuously ensure that there was no degradation in quality in any content distributed from its head-end. Up until now, however, netplus had little control over the quality of its content once it was distributed by a number of regional operators – it lacked transparency of the service quality and customer experience beyond the network handover points. To solve this problem, netplus implemented Agama’s Embedded Monitoring Solution, which now forms an essential foundation for awareness and efficiency in processes such as fault detection, incident handling, continuous improvements and change management.

“By building out our Agama solution, to reach from the head-end site all the way to the point of actual service consumption, we now have complete transparency of the delivered service quality and usage throughout the end-to-end distribution,” says Romain Lonfat, Head of iTV Group at netplus. “We started implementing the Embedded Monitoring Solution six months ago and we have already been able to improve the quality of our catch up and nPVR services, for instance, by splitting DOCSIS nodes or fixing household cable installations; and, we have solved several customer experience affecting problems proactively, before customers have called our customer support. The Agama solution provides us with, for example, a list of worst affected customers in terms of user experience, which has helped us to identify network issues and to locate the most negatively affected users, as well as to take the necessary measures to fix any issues.”

Mikael Dahlgren, CEO at Agama Technologies, adds: “It’s with great pleasure we see a maintained trust from netplus, which has taken the next step in its efforts to assure optimal service quality, improve operational efficiency and increase customer understanding by implementing our Embedded Monitoring Solution and leveraging its modern technology platform. Our aim is to help netplus and other video operators to streamline their processes by enabling informed decisions in anything from daily technical service operations and prioritisations, to first line customer support; and, even how to package and market services to their customers. We believe that this is a vital component for an operator’s short- and long-term profitability and competitiveness today.”

Agama is showcasing its complete solution at the industry trade show ANGA COM 2015 in Cologne on June 9-11. Visit stand J31/10.2 for a live demonstration of its cutting-edge monitoring, assurance and analytics for OTT, IP and cable video services; and, to learn how to easily create the actionable insights that help to efficiently manage service quality and customer satisfaction.