The true quality of service delivered to customers can only be measured end-to-end including the set top box (STB). Portugal Telecom’s choice naturally fell to Witbe, the only player in the world to offer true Triple Play Quality of Experience (QoE) monitoring as well as satellite and TNT monitoring. The supervision device consists of IPTV-Vod and SD and HD Satellite robots, deployed in large towns (Porto, Lisbon, Leiria, Coimbra, Faro, Madeira and the Azores) and connected after the STB in the same way as users. The robots continuously reproduce user behaviour, notably changing TV channels and buying and viewing VoD programmes. In the laboratory, Portugal Telecom’s engineering teams use Witbe robots to test and check the new version of the SD and HD STB on a range of essential criteria: channel changing time, flux decoding, image quality, reboot time and robustness over time.
Witbe Corporate, a central multifunction portal installed in the operator’s supervision centre, provides reports adapted to the needs of different teams: real-time supervision, benchmark and validation, and quality measured. These reports present real-time factual indicators of the true level of service delivered to customers via ADSL and satellite. The operator can control the end-to-end service delivered to different types of customers in different areas. In a highly competitive market, where quality is key, Portugal Telecom is in a better position to control churn and increase its ARPU.