Software

Measuring and Managing Quality of Customer Experience for NTL Interactive TV Users

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Executive Summary

In 2001, NTL commissioned external consultants to provide high-level reports on the viability of using Capacity Planning to monitor and measure the level of service provided to the company's interactive TV users. Whilst Capacity Planning tools had been employed for several years within the networks division of NTL, this was the first time that their usage had been considered beyond the confines of the IT department. They needed to be able to collect the data, store it and then have the facility to 'Cut it' in numerous different ways depending on the audience for the different reports. The Athene-based solution, designed and implemented by Metron, collects data on the metrics specified by NTL on a 24 x 7 basis.

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