Case Study
Transforming Video Delivery in LATAM
country roll outs
partnership
CSAT Rating
Background
In a technology-driven shift, the Media and Communications industry is evolving into an experience-driven sector. Companies are now realizing the importance of streamlining video delivery for providing premium entertainment experiences to customers across geos.
Our client, a leading telecommunications services provider offering video/Pay-TV services to LATAM customers, aimed to stay ahead of the curve by providing an innovative and new age video platform to improve their customers video viewing experience.
As the strategic technology partner, Tata Elxsi played a pivotal role in consulting, design, development, deployment of the next-gen video platform across 12 LATAM countries.
Challenge
Client desired to transition from Android Open Source Project (AOSP) based platform to Google Android TV OS based platform to drastically increase their customer experience, while ensuring continuous innovation, faster feature releases and enhancements.
They were looking for a long-term partner capable of designing, building, deploying and maintaining a new age video platform.
The new video delivery platform needed to be easily deployable across multiple countries, meeting the latest requirements for LATAM customers with minimal effort.
Solution
Originally a consulting partner, Tata Elxsi evaluated the current deployment encompassing UX design, frontend and backend systems, and processes. Providing valuable insights and recommendations, Tata Elxsi played a crucial role in shaping the product roadmap and strategy. This partnership evolved into an engineering role, with Tata Elxsi delivering the Android TV-based platform, , enabling continuous feature enhancements.
Key Features of the Solution:
- Custom Android TV Suite with a unique operator-tier launcher tailored to LATAM's specific needs, including STB and Remote-Control Unit Integration.
- Over-The-Air (OTA) Platform for effortless software upgrades, enabling the client to deliver new customer experiences seamlessly.
- Enhanced user engagement through Voice Assistant Integration.
- 24/7 Application Support, offering triaging and ensuring robustness and reliability for front-end applications.
Impact
The collaboration resulted in a unified Android launcher and OTA platform, streamlining the deployment across 12 countries with minimal effort for the client. The new platform enabled the client to effortlessly roll out new features and enhancements consistently.
The Android TV-based STBs have elevated the customer experience, providing improved usability, advanced search capabilities, seamless navigation, and effortless software upgrades. Subscribers now enjoy a holistic video experience, with higher satisfaction and engagement. This success is demonstrated by the remarkable 5-star Customer Satisfaction (CSAT) rating for the transformation program.
Services rendered
Tata Elxsi
- End-to-end engineering
- Design services
- Android TV services
- OTA
- Customer experience management