MiriMON® is used by TV Network Operators and Broadcasters to improve their operational efficiency and the customer experience they provide. Service Providers using IPTV, Cable and Hybrid (Satellite or Terrestrial with Broadband) networks can deploy MiriMON and improve their service quality.
MiriMON enables true Customer Experience Management (CEM), providing a view of individual customer quality, a holistic view of the operator’s service quality and the service quality associated with infrastructure, network segments and device types, to guide improvement.
The following business functions can benefit from MiriMON:
Business Intelligence
MiriMON provides better Executive Metrics:
• actual Customer QoE, not network statistics
• absolute viewing figures, not panel statistics
• interactive service requests by the consumer
Consumer Insight
MiriMON can provide Marketing and Product Management with accurate information to better understand and manage the business. By understanding the subscribers’ behaviour and preferences, services can be improved and better targeted.
MiriMON service usage information can guide:
• content valuation for pricing negotiations
• service bundles and packaging
• targeted advertising
• content recommendation
Customer Care
MiriMON provides Call Centre staff with a real–time and historical view of the customer’s service and set–top box performance, while on the support call.
The fault can be verified without requiring the customer to perform manual checks. MiriMON can provide fault resolution recommendations based on device measurements.
This accurate remote diagnosis will avoid unnecessary truck rolls (engineer visits to the home) and reduce Call Centre AHT (average handling time).
Field Service Engineers can generate a MiriMON Report for each customer visit to guide diagnosis and fault resolution.
Device Management
MiriMON provides real–time information on the health and performance of an individual set–top box in a customer's home. A deployed device that exhibits a common fault can be investigated remotely.
MiriMON can benchmark each set-top box software build or model to improve vendor management and guide software modifications.
Network Management
MiriMON provides information on network performance beyond the traditional OSS alarms information gathered from network equipment. MiriMON provides an ‘outside in’ view of network performance, reflecting the QoE and QoS that customers actually receive.
MiriMON provides:
• fault alerts not raised by network equipment
• layer 4–7 Monitoring of the network
• measurement of the ‘last mile’ access network
• accurate impact analysis for network faults
• new information for root cause analysis
MiriMON addresses the ‘customer experience gap’: measuring the actual QoS received by customers, rather than the QoS measured in the network.
Service Management
MiriMON Service Management information is derived from service availability and QoE measurements on every consumer device. This ‘outside in’ view of service quality is more relevant than the view derived from equipment metrics.
MiriMON provides:
• fault alerts not raised by service equipment
• accurate impact analysis for service faults
• new information for root cause analysis
Capacity Planning
MiriMON Reports can provide metrics for network segment equipment or service infrastructure equipment, derived from measurements of the customer service delivered through them. Trends and metrics on outages, performance problems and usage (service usage and network load) can assist with Capacity Planning.
New Service Deployment
New equipment, devices or end-to-end services need to be deployed and optimised. MiriMON can provide accurate, objective measurements of new services from pilot deployments and early adopters.