An IP Video
Industry First: Mariner Announces the Availability of HomeVu,
a Customer Self-Care Application
SAINT JOHN, New Brunswick – April 2, 2008
- Mariner, a leading provider of services and solutions to
the IP Video industry, today announced the general availability
of HomeVu, a revolutionary TV customer service assurance application.
HomeVu goes beyond traditional customer service
assurance technologies with an innovative customer self-care
solution. It is the latest addition to xVu: Mariner’s
innovative TV Care platform.
“This reflects our strategy to deliver
innovative solutions that drive out Opex, improve customer
satisfaction and provide an enriched viewing experience to
TV Service Providers around the world,” stated Curtis
Howe, Mariner’s CEO and the driving force behind his
company’s “Customer In” approach to product
innovation.
This intuitive troubleshooting application enables
viewers to use self-help diagnostic tools to independently
investigate and resolve video service delivery issues through
the TV screen. Access is immediate, and does not require
any assistance from the provider. It eliminates the need for
the viewer to wait in long help desk queues to resolve common
service issues. Interactive tools allow the viewer to use
the TV to report or query service issues, and access intuitive
FAQs or help guides. HomeVu can even be used by the installer
to validate a home installation and/or repair it before leaving,
minimizing the need for repeat visits.
The Service Provider will enjoy a range of benefits:
- Operating Expense: Facilitated repair and auto-diagnostics
will reduce help desk call volumes, eliminate unnecessary
in-home service calls, and minimize mean time to repair.
- Installer Performance: Improve service quality
and reduce repeat home visits to correct installation
errors.
- Customer Experience (QoE): Real time visibility
into the health of the service empowers the customer to
self-manage issues. Provides a sense of ownership, awareness
and control over service quality.
- Issue resolution: Interactive FAQs and Help
Guides to assist the customer to quickly resolve issues.
As stated by Larry Wagman, Director of Marketing
Technology, Digital TV Program, SasKTel: “Although
we are still in the evaluation process, we are intrigued by
xVu’s potential to raise the bar on our IPTV service,
finally delivering the”Customer in” view. It’s
like being able to ask each and every one of our TV customers
how they rate our quality of viewing experience each and every
day, every hour , every minute ….”
Mariner will be showcasing HomeVu in Las Vegas
at NABSHOW, IPTV Pavilion, booth C1154. In addition, Mariner’s
President and CEO, Curtis Howe, will be presenting as part
of the NABSHOW Telecom2008: Building Your IPTV Business track
on Best Practices in IPTV System Integration on April 14th
at 10:25 a.m.
About Mariner
Mariner offers a full suite of services and solutions developed
specifically for the needs of the IP Video industry: Lifecycle
Framework (planning, development and SI), IP Video Innovation
Center, and xVu - the IPTV Service Assurance solution. Mariner’s
capabilities are industry proven since we delivered the world’s
first commercial IPTV service for NBTel in 1999. From program
management and software integration to turn-key solution and
product development, Mariner's team helps the IP Video industry
ecosystem of middleware vendors, set top box vendors, conditional
access vendors, infrastructure vendors and Service Providers
to successfully meet the unique challenges of IP Video.
For more information, please contact:
Marie Jo Thibault, Director Marketing Communications
Phone: 1 506 650-6111
Email: mariejo.thibault@marinerpartners.com
www.marinerxvu.com
(888) MPI-IPTV / (888) 674-4788 (North America)
+1 (506) 642-9000 (International).
