MGM Resorts International has signed a long-term agreement to implement an in-room network monitoring solution from Convergent Media Systems Corporation throughout several of its Las Vegas properties, reaching 17,000 guest rooms. The solution will be used to support MGM Resorts’ new Free to Guest (FTG) infrastructure, and will include 24x7 monitoring of the entire FTG network, guest room devices and will provide Level 1 and Level 2 technical support. The solution provides 24x7 monitoring, technical support and a robust reporting system for in-room technology including televisions, set top boxes, Wi-Fi and other IP addressable devices.
Convergent’s state-of-the-art Network Operations Center (NOC) serves as the hub for the solution and leverages its Network Monitoring System (NMS). Certified technicians actively monitor each device across the network around the clock and are able to identify and resolve issues before the guest even knows there’s an issue. Once trouble is identified, the technician immediately investigates, analyzes and resolves the situation without interrupting the guest with intrusive in-room repairs.
Using the NMS, Convergent technicians can check the status of guest room devices including the set top box, television, modem and future IP addressable in-room technology. The system also provides technicians a detailed view of the entire MGM Free to Guest infrastructure, including the CMTS and RF gateway, MS Mediaroom hardware and the network infrastructure, all from a single interface.
While the solution was designed around the unique needs of the hospitality market, Convergent has been utilizing the system in other markets to monitor and support devices across more than 100,000 locations.
The solution offers a number of benefits to property owners including reduced operational costs, faster trouble resolution, robust scalability and a better guest experience. And, as networked devices become more pervasive, the system will offer additional operational efficiency and cost savings by controlling and monitoring other components such as lighting and thermostats.
The solution also features a robust reporting platform that allows Convergent and MGM Resorts teams to establish analytics, track network performance and spot trends.
The flexibility and scalability of the solution also allows property owners to expand their network rapidly and cost effectively to other properties.