MiriMON® provides Broadcasters and TV Network Operators with true Customer Experience Management (CEM):
• Metrics that accurately reflect Service Delivery and Customer Experience
• Real–time notification of events and issues not provided by traditional OSS systems
• Diagnostics and recommendation for issue resolution
• Business Intelligence to guide service improvement, prioritisation and planning
MiriMON gives Digital TV broadcasters an unprecedented view of the service and experience that they deliver, from their customers’ perspective. Mirifice’s patented technology monitors the quality of the service delivered to the subscriber in the live network. If the quality falls outside an acceptable envelope the broadcaster is notified, with supporting diagnostic information. MiriMON can even identify problems before the subscriber is aware of them.
MiriMON provides benefits for Network Operations, Device Management, Customer Care, Marketing and Executive Management.
MiriMON provides critical information for Broadcaster and Network Operator improvement programmes, such as Churn Reduction, Cost Reduction, Quality Improvement and Customer Satisfaction.
Operational Cost Savings
Reduce Support Calls
MiriMON proactively alerts the operator to service problems – in real–time, with diagnostic information and impact analysis. This allows the network operator to fix problems before many consumers are even aware of them. A number of consumer device problems can be resolved by remote configuration once MiriMON has highlighted a problem.
Reduce Call Centre AHT (Average Handling Time)
MiriMON provides Call Centre Staff with accurate remote diagnostics for the set–top box, service and network, based on real–time and historical information. Faults can be verified without asking the subscriber to perform laborious manual checks.
Reduce Truck Rolls
Customer Service Representatives in Call Centres can avoid unnecessary Truck Rolls and home visits if they have accurate information, from MiriMON, that the fault lies elsewhere.
Reduce Truck Roll Duration
MiriMON allows each visit to the subscriber’s home to be pre–qualified with diagnostic information. The engineer can also use the MiriMON to verify the set–top box and service are working before leaving the home, avoiding re–work.
Reduce NFF (No Fault Found)
Most Repair Centres report 40–70% of consumers devices returned by Field Engineers have no fault and are subsequently returned to the live network. This process incurs significant cost. Reducing Truck Rolls and better diagnostics for Field Engineer visits will avoid unnecessary device swaps.
Reduce Network Fault Resolution Time
MiriMON will alert the network operator to faults that are not detected by traditional OSS systems. Set–stop box information enables quicker diagnosis and root cause analysis.
Revenue Growth
Reduce Churn
It is widely accepted that poor service reliability and poor quality are major factors in triggering subscribers to churn (leave a network service). MiriMON will have a significant impact on a network operator's churn statistics through improving the:
• Service Reliability
• QoE
• Service Packaging
• Customer Care Experience
• Rectification Time
MiriMON can also assess whether a interactive and ‘pay per use’ services, like Video–on–Demand, were delivered to an acceptable quality.
Increase Subscriber Acquisition
Improving service and consumer device reliability, through QoE monitoring, will improve subscriber acquisition through a better reputation.
Increase ARPU
Improvements to service reliability, reputation and usability will encourage subscribers to use premium services. Increasing service availability provides subscribers with more opportunity to use premium services.
The superior Consumer Insight information provided by MiriMON’s service usage monitoring will improve the effectiveness of Service Packaging, Targeted Advertising and Recommendation systems.
Reduce Fraud
MiriMON can also provide valuable information to help network operators identify fraudulent activities.
