The main customer for MiriMON® is a broadcast network operator using Cable, Satellite, IPTV or Terrestrial delivery technology. We see opportunities for MiriMON® in Mobile TV, Mobile data services and broadband services. There are a number of activities within a network operator that can benefit from the information that MiriMON® provides.
Network and Service Deployment Teams
New networks, devices, equipment or end-to-end services need to be configured, optimised and tuned by engineering teams. MiriMON® can provide invaluable information during this process. As these activities are carried out by technical engineers we find that the MiriMON® Engineering Diagnostics Tool and information retrieval from the database through specific SQL queries are the most useful interfaces for this activity.
Consumer Device Management Teams
The Engineering Diagnostics Tool allows the health and performance of an individual set-top box on the network to be investigated. This allows a problem reported by an individual subscriber to be addressed and enables the investigation of wider issues which are affecting that particular set-top box. MiriMON® can also identify a sub-population of set-top boxes which exhibit a particular problem or behaviour, providing impact analysis and context information to assist diagnosis.
The Alarms Application can be configured to alert an engineer when groups of set-top boxes suffer problems or exhibit undesired behaviour.
The Reports Application can generate a regular overview of key performance metrics. This might include faults analysed by box model, network segment, channel, subscription type or usage pattern.
This team also has the facility or run SQL queries on the MiriMON® database to access the underlying information.
Network Fault Management (OSS) Teams
The Alarms Application can be configured to raise alerts for the Network Management Team via a conventional Fault Management System. These alerts will be raised according to rules configured in the root cause engine on the MiriMON® server. Typically, these rules would trigger if a statistically significant proportion of subscribers on a particular network segment, channel or service were experiencing a service problem. Where possible, the alert would suggest a probable cause to help the Network Management Team assign the fault investigation, with supporting information, to the correct engineer.
The Engineering Diagnostics Tool allows the health and performance of an individual or group of set-top boxes on the network to be investigated. This might be used to gather further evidence to allow correct diagnosis of a reported fault.
The Reports Application can generate a regular overview of key performance metrics. This might include faults analysed by box model, network segment, channel, subscription type or usage pattern.
This team also has the facility or run SQL queries on the MiriMON® database to access the underlying information.
Customer Service Representatives
MiriMON® provides a CSR Dashboard to quickly show the health and performance of a particular subscriber’s STB. This allows the CSR to quickly verify a fault reported by a subscriber based on factual evidence and without requiring the subscriber to be talked through manual checks. The dashboard can suggest appropriate remedial action to resolve the fault. Accurate remote diagnosis will avoid unnecessary engineer visits to the home and reduce the average call handling time of the CSR.
Field Engineers
MiriMON® can provide Field engineers with a Fault History Report for each job they are assigned. This report provides contextual information to help with accurate diagnosis and resolution of the customer’s fault.
The MiriMON® Installation Verification application can be used by the Field Engineer to check that basic service features are now working correctly.
Marketing and Product Management Teams
MiriMON® can provide managers with clear, accurate information to better understand and manage their business. By understanding the subscribers’ behaviour and preferences, services can be improved and better targeted.
We typically provide web-based dashboards and weekly reports which are tailored to the specific needs of these teams. In some circumstances it may be more appropriate for a 3rd party consultancy, or the network operators own internal IT department, to develop these dashboards and reports on an ongoing basis. Mirfice can provide support for this activity.
Information can also be retrieved from the MiriMON® Server using conventional SQL queries on the database. MiriMON® also has the capability to export information in formats suitable for import and manipulation by a spreadsheet package.
Management Team
Through web-based dashboards and weekly reports, MiriMON® can provide senior managers with:
• metrics on the QoE delivered to your customers, rather than statistics on the availability of your network
• real programme viewing figures, rather than extrapolated figures from sample viewing panels
• metrics on Interactive service usage, such as Video-on-Demand, Voting, Shopping, Gaming and Gambling.
Billing and Service Assurance
MiriMON® information can be used by the billing and service assurance functions to check that services were delivered correctly prior to billing. This allows the network operator to address situations where customers genuinely received a poor service. MiriMON® can identify a poorly delivered Video-on-Demand session, enabling the operator to apease or compensate the customer. Automating this process will relieve customer care from handling the related complaints and have a positive impact on customer loyalty.
In the event of customers contesting their bills in terms of the quality of the services they have received, MiriMON® information allows the network operator to assess the claim based on clear evidence of what was delivered by the STB.
Fraud
MiriMON® can provide valuable information to help network operators identify fraudulent activities.
Manufacturer Field Support
MiriMON® technology can also be applied outside of Network Operators. Consumer device manufacturers are required to support their equipment once deployed. This role often involves troubleshooting end-to-end service problems that are not clearly due to a consumer device fault. The Engineering Diagnostics Tool allows the health and performance of an individual or group of set-top boxes on the network to be investigated. This can help a Manufacturer identify the root cause of the problem. By accessing the MiriMON® information remotely the manufacturer may be able to analyse and resolve the problem without a site visit. Allowing manufacturers to support deployed devices efficiently can also realise improved service and reduced support costs for the network operator.