Agama and THEO expand partnership

  • 18 December, 2023


To deliver best-in-class video streaming experience for Telenor.

SWE: Agama Technologies 'Agama', a specialist in video observability and analytics for service quality and customer experience, and THEO Technologies 'THEO', a provider of video playback and real-time streaming technology, announce an expanded partnership to deliver best-in-class video streaming experiences cross-platform, on the web, mobile, smart TVs, and more.

This solution combines THEO’s video playback technology - THEOplayer - and Agama’s video observability and analytics platform, allowing customers to gain insights and analyze the performance of their video streaming services in real-time, as well as quickly and efficiently identify and resolve any issues.

Telenor has been offering TV services for more than two decades using set-top boxes. As customer behavior changes, so does the TV offering, and supporting delivery to SmartTVs, the web, mobiles, and tablets is now equally important. Telenor has expanded its Agama integrations to these devices to retain the same quality control using the same tools and processes for both the Operations team and Customer Service. With the integrations in place, the Operations team can get an understanding of the user experience across devices and make informed decisions when optimizing or troubleshooting the TV service. The Customer Care team can get better insights into the customer’s problems to help them
on the first contact or, if needed, escalate to the right team.

"As Telenor stream becomes available in more devices, it is of the highest importance to ensure that the quality of service is not compromised. Being able to have Agama in any new app we release together
with THEOplayer ensures we can support any customer from the start in case they need to call us,"
said Marielle Lind, Technical Architect at Telenor.

A key advantage of Agama’s video observability solution is its ability to be integrated with multiple video streaming technologies, such as THEOplayer. Agama’s solutions track video stream startup, buffering, bitrate, and video quality, as well as customer experience metrics such as abandoned streams and average watch time. With the preintegration between Agama and THEOplayer in place, adding observability tools to the new platforms was smooth and enabled real-time insights when rolling out the services to end users. Providing a good understanding of user experience on all the devices that can be used to watch video
with the Telenor SE applications.

"We are delighted to expand our partnership with THEO, as their video playback technology is essential to providing our customers with the best viewing experience," said Johan Görsjö, Product & Engineering Director at Agama. "By combining our two technologies, we ensure a high-quality video streaming experience across a wide range of connected devices."

"Viewer expectations for superior streaming quality have surged, and we are hence thrilled to partner with Agama, frontrunners in video observability," said Steven Tielemans, CEO at THEO. "As THEOplayer facilitates seamless deployment of premium video playback cross-platform, Agama provides invaluable insights for OTT video services to optimize video operations throughout the workflow. Together, our solution empowers media, entertainment, and sports companies to deliver the quality of experience
that today’s viewers demand."

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Agama and THEO expand partnership