Paywizard has partnered with Verimatrix to enable operators to proactively engage with customers experiencing problems by utilising quality of experience (QoE) data sets.
In a recent Paywizard survey of 3,000 consumers across the UK, USA and the Philippines, 34 per cent of consumers experienced a major service outage lasting more than four hours in the last year. Contacting customer service (21 per cent) for both traditional and OTT services was one of the top three interactions identified as the most negative by customers.
By tapping into more data through Verimatrix Verspective RT QoE updates, Paywizard will look to enrich the single customer view (SCV) created by its recently launched subscriber intelligence platform, Paywizard Singula, which will debut at IBC2018.
The new partnership will enable pay-TV operators to gain a comprehensive view of QoE issues and take pre-emptive action on problems, as well as being able to access and analyse more consumption data – enhancing their SCV by bolstering their understanding of subscriber viewing behaviour in real-time. At the same time, machine learning and AI-driven capabilities within Singula will generate more relevant recommendations for the ‘next best action’ – to increase acquisition, grow ARPU or reduce churn.
Tom Pollard, VP of product management at Verimatrix, said: “This partnership is all about providing the best possible customer experiences and building subscriber loyalty by using data and insight wisely – whether that is dealing with a billing issue, proactively recommending a change in content package to a wavering subscriber, or addressing a QoE issue, such as buffering, before the customer even has a chance to contact their service provider.”
Paywizard’s chief executive, Bhavesh Vaghela (pictured above), added: “The defining feature of Paywizard Singula is not only the platform’s ability to utilise more data than ever to fuel predictive modelling, but to be able to evolve the SCV and the recommended next best actions with refreshed data. Working with Verimatrix means we have broader, more relevant data that can be actioned to ensure operators don’t miss a beat when it comes to the customer experience.”
