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blinkbox Adds Akamai Viewer Diagnostics to Bolster Customer Care

by david.nunes

blinkbox Adds Akamai Viewer Diagnostics to Bolster Customer Care

Leading U.K. streaming video provider leverages newest Sola Analytics module to access account-level service data for customer troubleshooting and quality of service

CAMBRIDGE, Mass. (October 2, 2013) – Akamai Technologies, Inc. (NASDAQ: AKAM), the leading provider of cloud services for delivering, optimizing and securing online content and business applications, today announced that blinkbox, the U.K.-based TV and movie streaming service, is using Akamai’s Viewer Diagnostics as part of its customer care efforts. A component of Akamai’s Sola Analytics media measurement and analysis product, Viewer Diagnostics is designed to provide blinkbox with immediate access to individual account-level quality of service and experience information to help deliver efficient online support of each customer.

blinkbox is taking advantage of Viewer Diagnostics to help ensure that the customer care experience is equal to that of the overall viewing experience its customers have grown to expect. The online video provider is popular among U.K. consumers thanks to an extensive library of TV programmes and movies, which focuses largely on blockbusters and new releases. Customers have the option to rent titles and watch within 30 days or purchase them outright. The content can be viewed across devices including connected TVs, gaming consoles, Android and iOS tablets, Blu-ray players, PCs and select set-top boxes.

“Today’s consumers are not only accustomed to watching high-quality video wherever and whenever they want, but also expect a commensurate level of service and support when taking advantage of streaming services,” said Jon Robinson, Group Head of IT, blinkbox. “Akamai’s Sola Analytics solution is giving our IT, ops and support teams easy access to a wealth of critical information that can be used to quickly identify streaming issues at an individual viewer level. The kind of insight Viewer Diagnostics affords is extremely valuable in keeping customers satisfied and ensuring they get the best out of the service.”

Viewer Diagnostics provides real-time access to viewing experience information for each account without revealing personally identifiable information. Data tracks back multiple billing cycles and includes activity summaries and records for behavioural and quality metrics such as errors, rebuffering and video quality metrics among many others. An intuitive user interface uses colour shading to highlight dates during which customers may have experienced service issues, allowing customer service representatives to easily identify which titles exhibited lower performance characteristics and drill down into detailed viewing session data.

“With more and more consumers using online video as their key, if not primary means of enjoying their favorite movies and programmes, it’s imperative to deliver a great all-around experience,” said Kurt Michel, director of product marketing for Akamai’s media solutions. “blinkbox’s use of Viewer Diagnostics shows how a service provider can combine a compelling library and high-quality content delivery with an effective support function that facilitates quick resolutions to customer issues.”

Viewer Diagnostics is available as an add-on module to Sola Analytics, Akamai’s cloud-based video measurement and reporting product. The combination of Viewer Diagnostics, Audience Analytics behaviour and quality analysis and QoS real-time operations monitoring forms a powerful analysis and reporting solution designed to address critical online video service and operations requirements.

In addition to Viewer Diagnostics, blinkbox is using Akamai Sola Sphere for content storage and delivery to support the growing scale of its service and high standards of quality. Both are part of Akamai’s Sola Media Solutions suite of cloud-based content preparation, storage and delivery tools.

About Akamai

Akamai® is the leading provider of cloud services for delivering, optimizing and securing online content and business applications. At the core of the Company’s solutions is the Akamai Intelligent Platform™ providing extensive reach, coupled with unmatched reliability, security, visibility and expertise. Akamai removes the complexities of connecting the increasingly mobile world, supporting 24/7 consumer demand, and enabling enterprises to securely leverage the cloud. To learn more about how Akamai is accelerating the pace of innovation in a hyperconnected world, please visit www.akamai.com or blogs.akamai.com, and follow @Akamai on Twitter.

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