Conviva, ServiceNow team provides customer service solutions for streaming media providers

Conviva and ServiceNow are working together to develop customer service solutions that are expected to promote user acquisition and reduce operating costs for streaming video providers.

As part of the agreement, Conviva’s streaming media insight data will now be integrated into ServiceNow’s telecommunications and media industry solutions. The two companies said it will help streaming media customers automate proactive case creation and ticket generation to identify and diagnose events throughout the video delivery supply chain. It will make Conviva’s cross-platform streaming data available in a single dashboard in ServiceNow.

DAZN, a subscription sports streaming service based in the United States, is one of the first customers. Juan Rojo, head of incident management at DAZN, said that increased visibility means his company can spend more time solving problems and reducing recording time.

Customer service agents using ServiceNow will be able to access data including location-related and network issues; equipment and operating systems; using ISP; errors and service issues; and streaming media quality. Conviva CEO Bill Demas said that if Akamai, Comcast, or a specific platform in the streaming video supply chain has problems, publishers such as DAZN will know in advance.

Related: Akamai and Conviva establish a streaming video quality partnership

“This way we can better serve the audience, because it is already a known problem. Maybe with luck, this problem will be resolved in a few seconds, and then the audience will no longer be a problem. If we can Identify the problem immediately, it helps to maximize the audience experience and reduce costs,” he said.

The integration can also identify which customers may have a poor streaming experience and allow OTT streaming providers and publishers to target these customers through proactive activities.

Chris Bauschka, general manager and AVP of ServiceNow’s global telecommunications, media and technology department, said that these proactive measures may be sent to customers in the form of text messages to remind them of the service interruption, the possible duration of the interruption, and the steps taken to restore the service.

“Instead of you standing on your back foot, [consumers] Will see you on it, they don’t have to call. This is good news for streaming providers, because they don’t want to be overwhelmed by all these calls,” he said.

The new solution is aimed at local streaming video providers and traditional media companies that are now launching new direct-to-consumer services. ServiceNow has partnered with a large streaming media provider with more than 50 million subscriber relationships, and processes large amounts of data from telecommunications companies that monitor its core network.

Streaming media services like Paramount+ will host NFL games. It is expected that the amount of streaming media will surge and the potential problems will be complicated, so they need solutions that can scale up and down as needed. Bauschka said his company’s platform performance benchmarks have demonstrated the ability to scale up or down when needed.