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SUCCESS STORIES / Product Engineering

Building a futuristic entertainment platform gets more customer eyeballs

How Europe’s leading converged video, broadband, and communications (triple-play) company improved customers viewing experience by transforming the entertainment services platform using Big Data and ML

Background

There has been a tremendous increase in online video consumption and customers expectations for seamless viewing experiences across multiple digital devices.

Netflix, Amazon, Hulu, Apple TV, etc., are among the top digital media players challenging the traditional supremacy of TV as the prime entertainment hub. Moreover, mobile devices have become the predominant choice among customers for consuming online content.

To capitalize on this customers lifestyle and stay competitive, service providers need to transform their entertainment platforms to deliver enjoyable viewing experiences.

75% reduction in the service rollout time

2X increase in the Net Promoter Score (NPS)

60% faster building of assurance platforms across various regions

Client Situation

Our client is a leading provider of superfast broadband, intuitive Wi-Fi, in-and-out-of-home connectivity products, and cutting-edge TV platforms across major European markets. Their entertainment platform was siloed, resistant to scalability, and expensive to maintain. It also hindered their ability to deliver personalized content.

On the other hand, with a huge influx of OTT entrants, providing a quality viewing experience and staying ahead of the competition was becoming critical. With differentiation solely on functional terms getting questionable, the client started looking for intangible means to differentiate themselves.

How will the client sustain its position as the ‘Leader’ in such a competitive segment?

Prodapt’s AI-powered solutions helped the client to position itself as an undisputed leader in bringing connectedness to its customers lifestyles.

Diagnosis

The client was challenged to introduce innovative media and converged live TV services to their customers faster. Their platforms were not built for the needs of today. In addition, they were difficult to scale and could not ensure high-quality services. Several vendor-speciﬁc hardware and software systems in their infrastructure hindered their efforts to keep at par with customer expectations.

There were numerous cross-functional & cross-geographic teams owning different parts of the process, which created gaps in design, infra setup, configurations & eventually deployment.

The client wanted to transform its entertainment platforms to rollout media services faster and provide a seamless viewing experience.

Solving It

Prodapt partnered with the client to establish a connected and data-centric entertainment services platform to accelerate next-gen entertainment service rollouts. To deliver a seamless viewing experience and personalized offerings, we established a unified data hub leveraging big data and AI/ML.

With the real-time service assurance platform and dashboard, the client could track 1500+ service metrics. In addition, the AI/ML-based predictive capabilities could predict anomalies, outages, and capacity requirements ahead of time. We conducted field trials and product rollout certifications for video devices such as set-top boxes, modems, etc., to ensure customers high-quality viewing experiences.

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