Agama Technologies, a provider of real-time observability and analytics solutions for video service quality and customer experience, has announced that Telenor Sweden has extended its Agama solution to provide observability, analytics, and insights on all types of OTT devices and aid its first-line customer care. The Customer Care app is a tailored application that allows first-line staff to quickly understand the customer experience and the origin of issues.

Telenor – one of Sweden’s largest providers of mobile, broadband and TV – is looking to optimise its customers’ viewer experience and hence chose to extend the Agama Client Device Monitoring (CDM) solution, previously implemented for set-top-boxes, to also cover OTT devices. This will give Telenor complete insights on its subscribers’ devices, both at home and on-the-go, enabling full control of the quality of its video services. The Agama Customer Care app will give first-line customer care the tools needed to quickly and accurately detect and create an understanding of issues in the video delivery system and the end-user devices, to best determine the course of action to resolve them.

“We are excited to bring to our customer support flow the Agama Customer Care app, explains Marielle Lind, Agama Technical Architect at Telenor. It will help us ensure that when a customer contacts us, we can provide them with quick identification of issues with their devices, and also within the customer’s home network environment,” she adds.

“We’re very happy to expand our collaboration with Telenor and thankful to once again be the trusted partner in video observability, analytics, and insights”, says Johan Görsjö, Product & Engineering Director at Agama Technologies. “Our strong partnership dates back many years and we look forward to continuing to provide Telenor with a solution that gives the needed insights to make smarter decisions, helps its video service to excel in quality, and further contributes to its success.”

The Agama Client Device Monitoring and Analytics solution has a proven scalability across millions of devices. It supports all modern delivery technologies and can be used in OTT, IPTV, cable, and hybrid deployments. Agama’s dashboards, alarming, correlation, and analytics applications help operations and development teams to efficiently operate and improve their video services.

With unique analytics, visualizsation and integration capabilities, Agama enables video service providers to implement a data-driven way of working across departments and workflows. The Agama solution empowers operations, product management, marketing and customer-facing teams with awareness and insights that drive customer satisfaction, lower operational costs, and increase agility.