Video Analytics. Keep video customers on board

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1 Video Analytics Release 1.0 Address the root causes of poor QoE by gaining an in-depth understanding of the customer experience Reduce churn and strengthen customer relationships with analytics that anticipate customer behavior Build stronger relationships with content owners and advertisers by leveraging insights about content usage and trends Motive Video Analytics helps service providers differentiate by delivering a consistently superior, personalized experience at every customer touch point. Using real-time analytics, this modular solution proactively measures and takes action to improve customer quality of experience (QoE) for online video and IPTV services. Motive Video Analytics gathers insights by continually processing data on customers, customer behavior, service provider infrastructures and service delivery capabilities. It uses these insights to drive business actions that enhance the customer experience. Keep video customers on board Video generates the large majority of traffic in today s broadband networks. To keep customers on board, service providers need to efficiently identify and address QoE issues that affect video services. But it s not easy for service providers to stay on top of QoE. Customers blame them for QoE issues, but they often have no way to determine what causes these issues. Motive Video Analytics offers video-specific analytics that measure end-user QoE and uncover content delivery issues. Designed for IPTV and online video service providers, this solution analyzes content delivery from a unique perspective: that of the end user at the application layer. It correlates data from multiple sources with end-user QoE measurements, giving service providers clear insights into how video content is delivered and consumed throughout the network.

2 Using information and insights from Motive Video Analytics, service providers can: Identify QoE degradation for any video service delivered over their network, collecting valuable information that can be used to address customer complaints Pinpoint where QoE-affecting problems originate, for example, with the content provider, in an off-net (external) content delivery network (CDN) or in their own network Determine which video QoE improvement strategy provides the best fit for their network infrastructure and environment Monitor QoE and gather important metrics for content delivered from an on-net (internal) CDN Leverage information about content usage and trends to build stronger relationships with content owners and advertisers Solution architecture and components Motive Video Analytics uses a flexible architecture that can be adapted to suit any service provider environment or business objective. The data warehouse manages large volumes of historical data on customers and networks. Combining a massively parallel architecture and a column-oriented database structure, the data warehouse offers scale and performance that can suit large service providers or small entry-level configurations. Figure 1. Motive Video Analytics: Creating actionable insights into the customer experience ARCHITECTURE MOTIVE VIDEO ANALYTICS DATA SOURCES SERVICE QUALITY ETL CAPACITY AND PERFORMANCE TELECOM DATA MODEL AND QoE METRICS CUSTOMER PROBLEM DATA MARTS The telecom data model enables service providers to model their business and customers more effectively. It offers predefined service models that include more than 10,000 key performance indicators (KPIs) and key quality indicators (KQIs), advanced monitoring and correlation rules, and reports and dashboards that are ready to use from day one. USAGE AND BEHAVIOR REPORTING AND VISUALIZATION DASHBOARDS REPORTS CUSTOMER SATISFACTION API Operations Engineering Sales and marketing Customer care CXO The Motive Video Analytics architecture includes several key components: Data sources are service provider-operated network elements or IT systems that contain information about customers. CDN CRM BSS DATA WAREHOUSE PREDICTIVE ANALYTICS PERCEPTUAL QoE ASSESSMENT MODEL SYSTEMS AND APPLICATIONS LOYALTY MANAGEMENT YIELD MANAGEMENT Extract, transform and load (ETL) software collects information from data sources, fits it to a telecom-specific data model and stores the results in the data warehouse. CC... Customer usage streaming analytics Event stream processing REAL-TIME ANALYTICS CUSTOMER CARE 2

3 Data marts unlock business value by giving users the business intelligence they need to make quick, informed decisions and advance the service provider s customer experience management vision. Hosted in the data warehouse, data marts speed processing of analytics algorithms by providing normalized views of relevant parts of the telecom data model. Predictive analytics algorithms anticipate customer perceptions by analyzing customer and network data using the data warehouse, telecom data model and data marts in combination with real-time customer event streaming The application programming interface (API) can expose relevant data to systems and applications that need information about service provider networks or customers. These can include loyalty management, yield management and customer care systems. Reports and dashboards provide visual summaries of data set analysis for relevant organizations, including operations, engineering, marketing and customer care departments. Motive Video Analytics includes a base set of customizable reports and dashboards. It also offers a WYSIWYG interface that makes advanced reporting easily accessible to all users. Service Quality Insights help operations departments proactively manage the endto-end video customer experience. These insights analyze KPIs and KQIs across many services and products in real time. They rapidly detect and isolate potential quality issues and quantify the impact on high-value customers and service level agreements (SLAs). With Service Quality Insights, service providers can reduce operational costs and SLA violations while increasing usage, ARPU and customer satisfaction. Capacity and Performance Insights help engineering departments streamline CDN infrastructures and operations and simplify the planning and delivery of revenuegenerating services. Their analysis of historical performance and trends enables service providers to anticipate capacity levels and predict exactly where upgrades, redeployments or expansions will be required across the CDN. Customer Problem Insights help customer care departments reduce average handle time (AHT), increase first call resolution (FCR), and limit problem escalation costs. Combining a 360-degree customer view with real-time alerting and troubleshooting, these insights allow customer service representatives (CSRs) to quickly identify problems and root causes and resolve customer issues. They reduce churn and increase profit margins by using analysis of network usage and behavior to support realtime cross-selling and up-selling campaigns. Usage and Behavior Insights help sales and marketing departments increase service, content and advertising revenue. These insights determine content popularity by program, channel, video on demand (VOD) asset or degree of user engagement, providing vital information to content owners, aggregators and advertisers. Service providers can use this information to attract more content and advertising revenue. Customer Satisfaction Insights help executives access real-time views of QoE across all customer touch points. They collect, process, model and store detailed customer experience data from sources spanning CDN elements, IT systems and services. They produce reports and dashboards that make it easy to predict Net Promoter Score (NPS) and assess QoE. With these insights, executives can take action to increase QoE, reduce churn, and create successful win-back, up-sell and cross-sell campaigns. 3

4 Solution features Feature Service Quality Insights Capacity and Performance Insights Customer Problem Insights Usage and Behavior Insights Customer Satisfaction Insights Cloud-based offering Value to service provider Passive and active monitoring capabilities provide greater visibility of content availability, content quality and customer viewing experiences Automated algorithm proactively seeks content from all sources to ensure that users always have access to the newest and best IPTV and Internet video content Real-time alerting, troubleshooting and root cause analysis help manage violations of content aggregator SLAs and avoid SLA breaches QoE global scoring model leverages in-depth research from Alcatel-Lucent Bell Labs to improve monitoring and measurement of QoE in complex CDN environments Enhanced impact analysis helps operations teams prioritize problems, increase service efficiency and recover lost revenues Faster problem identification and resolution lead to increased service availability, usage and ARPU Insights into network performance and customer behaviors promote smarter decisions about infrastructure investments and plant expansions Comprehensive reporting identifies opportunities for high-impact actions and investments to maintain network and CDN quality and enrich video QoE Predictive analytics and forecasting algorithms help engineers and capacity planners take action to maximize service availability and decrease service downtime Real-time alerting and root-cause analysis reduce AHT and increase FCR by enabling CSRs to quickly pinpoint problems and root causes and resolve customer issues Proactive care of end-to-end customer experience reduces calls to the help desk Insights from help desk interactions can be applied to cross-selling and up-selling campaigns to increase customer lifetime value (CLV) and reduce churn Analysis of behavioral, geographical and usage data helps sales and marketing teams generate new revenues by tailoring offers, content, bundling and recommendations to specific customers and segments Insights about live TV, video on demand (VoD) and DVR usage can strengthen relationships with sponsors and advertisers and increase sales of ad avails Knowledge of how customers use menus and features enables service providers to package and present content in ways that stimulate greater consumption Real-time monitoring and analysis of subscriber experience provide insights that can be used to improve QoE and reduce churn Comprehensive analysis of customer behavior and network conditions helps identify smarter monitoring and investment strategies Analysis of behaviors yields more effective win-back, up-sell and cross-sell campaigns Cloud capabilities lower start-up and implementation costs and speed deployment, time to market and time to revenue Hosted service supports worry-free maintenance and management and lowers operating costs Use of the cloud dramatically reduces capital investments in infrastructure and skilled personnel 4

5 Solution benefits Challenge to service provider How the solution addresses the challenge Advantages of Alcatel-Lucent approach Deliver better support at a lower cost Get more value from network and infrastructure investments Increase service, content and advertising revenue Lower risk and shorten time to revenue Provides real-time subscriber QoE insights that help operations and customer care teams prioritize problems and proactively address customer issues Correlates QoE with QoS and pinpoints issues throughout the network, for example, in the head-end, core network, last mile and home network Proactively monitors CDN performance to provide actionable intelligence for managing content aggregator SLAs and service credits Uses forecast and trend analytics to assess capacity needs and to identify and quantify appropriate infrastructure investments and expansions Provides insights into network performance and customer behaviors to promote more informed decisions about network investments Uses smart traffic management algorithms to adjust network resource allocation priorities and revenue optimization strategies Offers deep insights into customer behavior, customer engagement and content popularity Provides intelligence about how customers use and interact with menus, features and live TV, DVR and VoD services Automates next-best actions to support targeted campaigns for marketing, network optimization and customer care Reuses KPIs and KQIs across many services and products Supplies data-driven insights to reduce support call volumes and truck rolls and create a superior understanding of the customer experience Encourages a proactive approach to delivering on QoE, maintaining CDN quality and reducing MTTR Inspires greater confidence in SLA monitoring and delivery capabilities Offers comprehensive reporting that identifies opportunities for action and investment that can optimize CDN and infrastructure use Applies predictive analytics to uncover trends and recommends upgrades to address them before they push the network outside the operating envelope Supports pre-qualification that verifies whether the anticipated QoE can be delivered with existing infrastructures and provides indicators that show how to optimize these infrastructures before the service launch Identifies popular content to drive buy rates and save money on content acquisition Uncovers areas where content selection needs to be expanded Targets customers with more attractive and engaging content Identifies customer micro-segments that could be receptive to advertising campaigns Offers field-proven solutions, services and support that can help turn the customer experience into a valuable asset that fosters loyalty and fuels long-term growth 5

6 Learn more Motive Video Analytics is a Customer Experience Analytics solution and a key component of Alcatel-Lucent s comprehensive Motive Customer Experience Solutions (CXS) suite. The CXS suite offers field-proven solutions, services and support that enable service providers to turn the customer experience into a valuable asset that fosters loyalty and fuels long-term growth. Alcatel-Lucent promotes customer experience transformation in four key areas: Customer Experience Management (CXM) solutions simplify customer interactions and improve profitability. These solutions foster brand loyalty and extend customer relationships by using real-time information to make customer interactions simpler, more efficient and more effective. Customer Experience Analytics (CXA) measure customer experience and provide customer insights that improve business performance and deliver a competitive edge. Customer Experience Optimization (CXO) solutions create an experience that positively influences usage behavior toward states of higher profitability. These solutions optimize network ROI by managing network yield and efficiency and influencing consumer behavior. Customer Experience Consulting (CXC) helps service providers develop a prioritized and actionable plan to transform the customer experience. Alcatel-Lucent provides expert CXC services that identify touch points, evaluate service provider capabilities and provide key measures to improve the customer experience for customers and their service providers and their customers. To learn more about Motive Customer Experience Analytics solutions, visit Let us help you We leverage our global leadership in IPTV to help service providers gain a better understanding of the video market in specific geographies and adopt best practices for the video domain. We also help service providers define short- or longer-term strategies and roadmaps for offering profitable video services. Through our consulting offer, service providers learn strategies that enable them to: Differentiate with content, for example, by developing content partnerships, enhancing storage of users favorite content and improving content recommendation capabilities Increase ARPU through QoE differentiation and new service subscriptions Boost customer retention by offering more compelling multimedia services Offer a seamless user experience that features multiscreen capabilities, greater customer intimacy and optimized video quality Monetize the network through a broader approach that includes digital advertising and white label services For more information on Alcatel-Lucent Services, visit Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright 2012 Alcatel-Lucent. All rights reserved. M (June)