Accedo Insights
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Customers expect a smooth viewing experience whether they’re logging in to watch a live event like the Super Bowl or a new movie. For today’s video service providers, success depends on the customer experience and having the right technology to power it. Over the years, Accedo has offered customers support and data-led guidance on how to optimize and grow their video services. The company is now bringing this accumulated expertise to the market with Accedo Insights, enabling customers to maintain high availability and performance, achieve operational efficiency, and deliver an exceptional user experience, regardless of which tech stack they have built for their video service.
Accedo Insights was launched in partnership with New Relic, the all-in-one observability platform for every engineer. Available as a managed service, Accedo Insights is a powerful solution that provides video services with performance and operational insights through real-time monitoring and advanced analytics.
The Accedo solution helps over-the-top (OTT) video service providers monitor their tech stack and measures performance by examining key components of the provider’s infrastructure, end-user applications operations, and video performance. By utilizing the New Relic all-in-one observability platform, the solution provides insights into key metrics such as host process monitoring, host resource monitoring, transaction and load times, and connection buffering ratio, so the technical and operational teams can quickly identify and troubleshoot any issues that might affect the service.
Having a data-driven video service operations strategy enables video service providers to resolve issues before they impact end-users. With this solution OTT video service providers around the globe now have access to a flexible quality of service (QoS) monitoring and analytics tool. Users can gain real-time visibility into service performance issues with automated alerts, a comprehensive customer analytics dashboard, and 24/7 access to the Accedo support team. At the same time service insights track and analyze API response times, client latency, video metrics, crash logging, and other KPIs to ensure video services are running smoothly.
The combined solution is able to ensure service health, find and fix issues faster, focus on service continuity and performance, as well as drive end-user engagement and loyalty. It also enables sustainability, optimizing the entire service chain by identifying traffic bottlenecks and helping reduce the consumption and overutilization of computing, CDN, and other resources.
In September, Insights was updated to include data points relating to consumer engagement and experience, as well as a series of sustainability metrics. Leveraging Accedo’s observability software, the additional capabilities are all AI-based, enabling deeper, faster and more effective data analysis. The new capabilities will empower video service managers to take data-driven actions to reduce churn and increase engagement, while also improving the sustainability of their services.
The addition of advanced customer engagement metrics to the observability service, via the integration with discoverability specialists Jump, provides deep insights into campaign impacts, customer acquisition and churn prediction, pricing trends, and content engagement patterns. Additionally, it offers the flexibility to define custom metrics tailored to customers' unique business needs. This enhancement empowers businesses to make data-driven decisions, improve customer satisfaction, and achieve their strategic goals more effectively.
Furthermore, the addition of sustainability metrics to the solution has been achieved through integration with Humans Not Robots’ HNR to ZERO, an analytics platform that enables data-heavy companies to manage their scope 3 reporting and optimize their technology operations for increased efficiency and sustainability. Social listening capabilities have been enabled through integration with Accedo’s in-house sentiment analysis technology. This functionality reviews user feedback and comments across public and shared sites such as app stores and social platforms. It provides analysis of content, whether positive or negative, and assigns a risk score, to help video providers address service and process issues.
The solution is available regardless of the technology stack and has no dependence on any other Accedo solutions. By combining the end-to-end video experience expertise of Accedo with the power of full-stack observability from New Relic, we’re able to offer video service providers streamlined access to the data and insights needed to help these providers and their teams optimize and improve their offering, so they can deliver the best video experiences for their viewers.
