This document discusses a video quality of service solution from SOPRIS Technologies. It describes how video streaming has become mainstream but quality issues can negatively impact viewer engagement. A complex delivery chain is involved in streaming video from content to screen. The best way to measure customer experience is through monitoring on the device. The solution aims to provide insights through real-time monitoring and analytics to diagnose and resolve issues across the network and delivery chain. This helps optimize the viewer experience and engagement.

1. Video Quality of Service Solution
SOPRIS Technologies
@ davidst02658988 #GALAXZ17

2. Video streaming has become mainstream
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3. Video streaming has become mainstream
3

4. Video streaming has become mainstream
4

5. Video streaming has become mainstream
5

6. Video streaming has become mainstream
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7. Video streaming has become mainstream
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8. Video streaming has become mainstream
8

9. Video streaming has become mainstream
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10. Customer expectation is to watch whatever they want,
whenever they want it, wherever they are, on any device
Understanding consumers’ online
viewing habits and interests is key
to driving higher engagement.
Surprisingly, viewers choose
where and how they watch based
on one thing only: TV-like quality.
Verizon digital media services
Video Streaming Quality Report 2016
10

11. Quality issues have direct impact on engagement
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Conviva survey of video users reinforces the importance of quality
• 17% of users will abandon immediately on rebuffing, 59% will wait a short
while, while only 24% will wait as long as it takes
• 25% will give up immediately on interruptions, 59% are somewhat patient
and only 17% wait as long as it takes
• After a bad viewing experience 62% will give it one or two tries, 18 % keep
trying and 20% abandon forever
There are different thresholds depending on content type and screen
The time taken to resolve issues has a direct relationship with churn

12. It’s a complex delivery chain between content and screen
ContentScreen
RgW
Portal
Encoder
Live Content
Recorded
Advertisements
Repository
Manifest
OS/HW
Application
or Browser
Player
Device Stack
ISP DSL / Fiber / Cable
Access Network
Backbone
Network
CDN
Wireless Access
Network
Video /
Content Origin
In Home
Network
Mobile,
device or
Tablet,
PC, STB,
DTV
12

13. With a lot of things that can cause problems
Wifi connection
Home LAN
DSL bandwidth
Cable network issues
Routing and
Packet Loss
Wireless Coverage
Cell Capacity and throughput
Device Hardware or
Software versions
Player/Coding mismatch
Web portal
capacity &
performance
CDN
overload
Data Center Capacity
Mistakes in
the
manifest
Coding
errors
Application or
browser
issues
Server and
Storage
… which impact Quality of Experience: re-buffering, picture quality, interruptions, video start delays, …
RgW
Portal
Encoder
Live Content
Recorded
Advertisements
Repository
Manifest
OS/HW
Application
or Browser
Player
Device Stack
ISP DSL / Fiber / Cable
Access Network
Backbone
Network
CDN
Wireless Access
Network
Video /
Content Origin
In Home
Network
Mobile,
device or
Tablet,
PC, STB,
DTV
13

14. The best way to measure actual Customer Experience
is on the device
RgW
Portal
Encoder
Live Content
Recorded
Advertisements
Repository
Manifest
OS/HW
Application
or Browser
Player
Device Stack
ISP DSL / Fiber / Cable
Access Network
Backbone
Network
CDN
Wireless Access
Network
Video /
Content Origin
In Home
Network
Mobile,
device or
Tablet,
PC, STB,
DTV
C
L
I
E
N
T
Analytics Platform
DEFAULT FULLSCREEN MICRO Sc reen Size
JOIN PLAY PAUSE Pla yerSta te
7000 KPBS 1200 KPBS Ra te
AKAMAI LIMELIGHT AKAMAI Resource
CONTENT[sp orts] AD CONTENT[episod ic d rama] Content
STATESEVENTS
00:00 00:30 01:00 01:30 02:00 02:30 03:00 03:30
END JOIN
START PLAY
FULL SCREEN
RESOURCE SWITCH
From : Akam ai
To: Lim elight
Bytes: 5.2MB
START AD
Source: “ Button”
Subject: “ Team Stats”
Target: “ Hom eTeam ”
MICRO
SCREEN
END AD
RATESWITCH
From : 700 Kbps
To: 1,200 Kbps
RESOURCE SWITCH
From : Akam ai
To: Lim elight
Bytes: 13.1 MB
END PLAY
START PAUSE
Playout and device data
every 30s
Enriched with Meta
DataDevice Network Content
Type & Model CDN Asset Name
OS Version Carrier Coding
Player Version Location Genre
Browser or App Network Topology Live Event
… … ….
Insights for Operations, Marketing
and EngineeringAnalyze by Device, Content, Network, Geography, …
Quickly diagnose and solve problems
Trigger Alerts when thresholds are crossed
Monitor Live Events
Drill down into individual customer experience
Global or Regional benchmarking reports
Understand which content is being watched
Identify trending network issues impacting QoE
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15. Gaining Operations Insights
Real-time dashboard with key metrics: sessions, re-buffering ratio, bit rates, video start failures, plays, ..
apply filters using meta data
build custom dashboards
drill down into issues
set up triggers
analyze individual customer experience
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16. Conviva monitoring alerted NBC operations
about a problem with a spike in Video Start
Failures (a high cause of abandonment)
The NBC team used Conviva diagnostics to
isolate the root cause to being two
advertisements, which had typing errors in the
content management systems – quickly
corrected and the problem solved
Super Bowl on NBC AT&T Direct TV NFL Sunday Ticket
Every Sunday AT&T uses Conviva real-time
data to continually balance traffic across their
CDNs
Conviva analytics allows them to modify the
player manifest to optimize loading across
CDN’s to maximize user Quality of Experience
NCAA Basketball Tournament
“March Madness” is a major college sports
event watched by millions in US
Conviva monitoring detected high Exit Before
Video Starts and using Conviva filters issue was
quickly isolated to the iPhone player
Triage was done and a fix immediately deployed
Sony Crackle Digital Network
Sony uses Conviva Insights to get audience
reach and engagement metrics to optimize
decisions on matching players, bit rates, and
CDN stream selection to optimize viewer
experience with astounding results
• 82% improvement in buffering ratio
• 50% improvement in average bit rate
Solving real problems
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17. Aggregating data from millions of end user sessions
provides insight into what’s really happening in the network
QoE across the network – highlighting issues in a region
Hotspots in the access network ..
e.g. identifying cable nodes needing attention
Performance around major events ..
e.g. local congestion during the Brazil Olympics
Degradation of a Service Group indicates a capacity issue to be
addressed
analyzing Video QoE and Network Topology reveals issues before network thresholds have been crossed
17

18. SOPRIS Video Quality of Service Solution Architecture
RgW
Portal
Encoder
Live Content
Recorded
Advertisements
Repository
Manifest
OS/HW
Application
or Browser
Player
Device Stack
Video /
Content Origin
In Home
Network
Mobile,
device or
Tablet,
PC, STB,
DTV
ISP DSL / Fiber / Cable
Access Network
Backbone
Network
CDN
Wireless Access
Network
A
G
E
N
T
Analytics Platform
Service Dynamics
APM
Data Center
Infrastructure
& Applications
Operator BSS/OSS
incident management
alerting
reporting
..
event triggers event triggers
monitoring Network
and Data Center
monitoring web portal
and applications
Zenoss is the core monitoring dashboard
and integration to operator OSS/BSS
appdynamics.com
DATASHEET
AppDynamics Application Performance Management
KEY BENEFITS
– Visualize your entire application, from
browser and mobile app t o backend
database
– Monitor hybrid environments with
Java, .NET, PHP, Node.js, Python and
C++
– Troubleshoot bottlenecks 90% faster
with deep code-level diagnostics
– Automate common f xes with
Application Run Book Automation
– Improve situational awareness and
DevOps collaboration with single pane
of glass for cross-tier monitoring, role
based views, virtual war room
“Easy set up, no overhead, and
can be used in production.”
Muthu Shanmugam
Solution Architect, AAA
Ensure end-to-end performance of complex
distributed applications
Distributed web applications often contain frustrating blind spots and
mysterious, recurring problems. Only AppDynamics APM delivers the
simplicity, visibility, and deep diagnostics that Ops and Dev teams require.
The new world of distributed web applications has created a whole new set of
challenges for those tasked with ensuring application health and performance.
Modern application architectures, new technologies, and a rapid rate of change
have created a perfect storm of complexity in today’s applications. As a result,
performance problems surface that are often dif cult to identify, diagnose, and f x.
As these applications become increasingly critical to the business, it’s more
important than ever to have a simple yet fast way to monitor, diagnose, and resolve
application problems before they af ect revenue.
Introducing AppDynamics APM
The AppDynamics Application Performance Management provides business
transaction-centric management of most complex and distributed applications. The
solution is extremely easy to conf gure and deploy, automatically discovers business
transaction, consumes little production overhead, monitors every line of code, and
dynamically baselines performance to proactively identify and resolve application
performance issues before they impact customers and the business.
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19. SOPRIS Video Quality of Service Solution
• Unique capability to solve business issues by
combining monitoring of the Network,
Service and Customer Experience
• End to End visibility without deploying
expensive probes
• Rapid solution implementation by SOPRIS
Services teams .. Conviva on device agents,
Zenoss systems deployment & integration,
analytics and data science
• Leveraging Conviva’s deep expertise in
streaming video and industry benchmarking
Why did SOPRIS choose Zenoss to be our
core platform for Solution Integration?
• Open Source centric, new world software
• Scalable & robust architecture required by Tier 1’s
• Support for integration with OSS & other systems
• Unique capabilities of the Service Dynamics
Impact Model to learn and map dependencies
• Zenoss dashboards provide a Unified View across
a complex service delivery chain
• Large library of integrations easily extensible by
adding or configuring Zenpacks for network, data
center equipment, and really “anything” else
• Breadth of features and customizability of user
interfaces which NoC demands
• Simple Pricing Model
• Excellent technical & commercial partners
19

20. Example: Video Streaming Challenges in Latin America
20
Highly competitive market with streaming video rapidly overtaking traditional
TV services
• Claro Video, Blim, Sky, Netflix, Totalplay, Cineopolis, HBO, …
Customer churn as high a 3 – 4% as a result of poor Quality of Experience
with issues like
• Re-buffering on iOS and web browser, low bit rate, video start
failures, interruptions, …
Service Providers lack visibility on what their customers are really
experiencing and the tools to diagnose if this is a problem in the network, on
the device, local Wifi, content encoding , CDN overload or ….?
SOPRIS Video Assurance Solutions provide the tools to see what customers
are experiencing, isolate the cause and take actions – for example
• where and when to invest in expanding CDN
• optimizing coding and bit rates to work across devices
• fixing problems in the local network
Chivas TV internet OTT PPV
• Popular sports channel formed in 2016
around the Chivas soccer club based in
Guadalajara Mexico
• Now available across several OTT
services with over 90,000 viewers
• High profile complaints of poor Quality
of Experience , but not much
information about what’s the real
problem and cause
• Becoming a competitive issues across
Service Providers .. getting visibility of
the customers real experience is key

21. Customers Challenges and Opportunities
21
Similar operational challenges as in US and Rest of World
 Variety of monitoring solutions / platforms
 High OPEX, non-unified, high MTTR, lots of manualeffort tooffset
lack of automation, …best effort
 Lack proactive / preventive abilities, quite reactive
 Lacking unified functional monitoring solution – infra, app, service
 Lack supporting towards a single network solution e.g.telco
migration to virtualization
 And,Lack a transformational roadmap –process, people,
tools/systems toget out of mode
SOPRIS has brought together key ingredients to enable transformation – leverage the power of open
source / innovation, a vibrant ecosystem, expertise, agility - bridging new and legacy worlds
Opportunity to enable operators/enterprises to
undertake a transformational change to quality of
service – Consumer and Enterprise.
Software
Orchestration &
Configuration
Monitoring
&
Service Dynamics
Log/Record
Ingest and
Analysis
Incident
Management
Cloud
Operations
Tools
Video
Quality of
Experience
Solutions

22. SOPRIS Vision for Service Assurance
Encoder
Portal,
Interactive Media
Live Content
Recorded
Advertisements
Repository
ISP DSL / Fiber / Cable
Access Network
Backbone
Network
CDN
Wireless Access
Network
RgW
vCPE
 Unified Video Service Assurance Solution
Real time, End-to-End (content to device) QoE Measurements to Monitor/Optimize end-user Service Experience.
 IT Operations Services
Processes, Systems, People/Services (Consult, Design, Build, Deploy, Change Management)
 Mobile Network Service Assurance Solution
 Fixed Network Service Assurance Solution
 Unified Infrastructure Service Assurance Solution and
 Application Service Assurance Solution
(Data Center, Telco/Legacy, and Cloud/NFV)
⑦ Private Network Service Assurance & Transformation Solutions e.g. SD-WAN
Massive, Big Data
Analytics
Unified Dashboard
22

23. www.sopristec.com … come talk with us in the partner showcase
david.stevenson@sopristec.com jorge@sopristec.com alberto.navarro@sopristec.com
SOPRIS Technologies inc SOPRIS Technologies de Mexico SA