HomeVu Use Case

“Transient” Errors example:

• Issue: Customers in a region are experiencing very short-lived pixelization errors and are becoming frustrated as a rusult but due to the short term nature of the video failure they are not reporting the problems to the Help Desk.

• Process: A group of customers are equipped with a HomeVu application. These customers are able to easily report the video problem through the TV. xVu collects the point-in-time performance metrics. Customer Service now has the data to resolve the problem, and the customers are regularly informed through the TV of the status of the fault correction process.

• Impact: Correcting the problem before it escalates into a significant customer satisfaction issue and potentially customer churn.