Seeing is Believing - Video CEM

Operational quality measurements and analysis are valuable for understanding service delivery problems, managing network congestion, and determining root cause failures. Combined with viewership, or behavioral analytics - what is actually being consumed, from which location and device, and for how long - service providers can get a much better view of the end-to-end customer experience. Using this unique analysis of video service performance and viewer behavior metrics, service providers are better able to target content, predict network performance when audiences scale upward, and understand viewer behaviors within the context of the quality and content being delivered. Put simply, the right combination of Operational and Behavioral metrics, provided when needed, can supply actionable insights.  Not just data, but knowledge.

Video is Personal

Correlating and analyzing video quality data across a variety of network and IT infrastructure, services, content, and customers in real time creates a daunting task that can only be accomplished using sophisticated event processing, analytics, and automation. When using analytics to understand customer behavior and buying patterns, it is possible to monitor and even understand the activities of any given customer, but it is another problem entirely to take targeted action.

One example is delivering a video ad based on the knowledge that a customer is viewing specific video content in a specific location. For instance, when location and customer preference data indicates that a customer is watching via WiFi in a coffee shop, numerous OSS/BSS solutions must be tasked in order to present an offer to the customer and then provision, activate, and set up billing for the offer in near real time.

And once the transaction is completed, the offer must be turned off and settlement completed with the partners including content providers and the coffee shop. There are numerous tasks that must be completed before, during, and after the transaction to ensure success, and a glitch in any one creates problems, costs money, and diminishes the experience.

Targeting advertising to video viewers is tricky, and the necessary OSS/BSS solutions and operating processes must be well-integrated and automated to the extent that each can be quickly configured to create and provision a new offer that is dependent on location, content, device or other dynamic variable. Service providers will not be comfortable offering a full menu of video advertising services until they can capture a view of the customer that enables them to effectively monetize the cost of maintaining video quality.  

Augmenting existing OSS/BSS solutions and processes with analytics-driven video service assurance functionality aligns existing data sources to capture current views of customer behavioral and operational data that are then validated and aligned before being presented to the analytics engine. Using solutions to instrument key network points and analyze both infrastructure and viewer metrics enables service providers to efficiently deliver the video content to a growing subscriber base while monitoring the network and experiences themselves for consistently high quality.