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Churn: the only real reason operators embark on monitoring projects

Published on Wednesday April 7th, 2010, by in Blog.

In the best of all possible worlds, OPEX control should be motivation enough to set-up a complete quality monitoring solution around an IPTV project.

In the projects I have seen, this is the case, but OPEX control alone leads only to skin-deep monitoring without affecting core customer-care processes.

Competition from other service operators and the ensuing churn is the call to action deep enough to review core processes.

To fix the quality issue you need the technical teams to work with customer support and marketing teams.

As I posted recently (here), a changing content landscape with new stakeholders will vastly increase the needs for monitoring. So in the end monitoring is indeed a blue ocean market, but one that needs customers operating in blood-red seas.

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