When it comes to network reliability, the bottom line is the bottom line, according to Monday’s IEC panel, “Increase Network Reliability to Increase Network Satisfaction.” That’s because customers generally value reliability more than content selection when choosing a video service provider, said moderator Ken Dumont, director of digital media networks for Scientific-Atlanta. Case in point: Dumont cited one operator that improved its video reliability to the point that take rates increased, boosting its annual profit by more than $7.2 million.

One place where reliability matters is premium content such as pay-per-view events, which often run $50 each—revenue that’s lost forever if a service is unavailable. “Often, they’re buying the equivalent of a one-month subscription with one event, so you don’t want to lock them out,” said Doug Place, vice president of operations for Verizon.

Although diversity in routes and equipment is one obvious way to improve reliability, some operators still cut corners there. For example, it takes 20 to 90 minutes for a content provider to authorize a headend satellite receiver, so operators should have backup receivers pre-authorized to reduce the outage time, Dumont said.

Network management tools are another obvious way to improve reliability, but they often don’t address the human aspect. For example, panelist Gideon Agar, solutions director for Cisco Systems’ network management technology group, said his customers frequently struggle to find people with MPLS know-how and other skills necessary to manage and troubleshoot complex next-generation networks.