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Etisalat picks Agama for improved customer experience

Emirates Telecommunications Corporations (Etisalat) has selected Agama Technologies to provide a solution for video service quality and customer experience monitoring, assurance and analytics.

UAE telecoms operator Emirates Telecommunications Corporations (Etisalat) has selected Agama Technologies to provide a solution for video service quality and customer experience monitoring, assurance and analytics. Agama secured the deal together with its regional business partner Al-Falak, an IT and communications solution provider in the Middle East.

With the ambition to improve the customer experience of its IPTV and OTT services, Etisalat is implementing Agama’s DTV Monitoring Solution covering the end-to-end video distribution infrastructure; from head-end down to end-user devices, such as set-top boxes, smart phones and tablets. This solution is designed to provide transparency, awareness and insights with the aim of supporting Etisalat to work in a fact-based way, across departments and workflows, to assure optimal service quality, improve operational efficiency and increase customer understanding.

“Etisalat appointed us as a trusted local systems integrator to implement a complete solution for the monitoring, assurance and analytics of its video services,” said Ahmed Gabr, regional manager at Al-Falak. “We naturally turned to Agama to deliver the solution, as it is the industry specialist in this field and we are confident that it will provide the best possible support system to Etisalat. This deal reinforces Al-Falak’s position, as we extend support to the region’s telecoms operators in adapting their networks to deliver video over IP networks. We look forward to working closely with both Etisalat and Agama on this project, and many such future assignments.”

Mikael Dahlgren (pictured), CEO at Agama Technologies, added: “We are delighted to have been awarded this significant contract together with our partner Al-Falak. The provided solution, combined with our extensive experience, will empower Etisalat’s internal processes such as incident handling, systematic elimination of underlying problems, change management and customer support, with a transparency that ultimately will result in drastically lowered OPEX and improved customer satisfaction.”

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