Provisioning end to end customer experience management along an IPTV deployment is First Media’s Xpertis™ product suite. Irrespective of whether network traffic is Multicast Broadcast, VoD, Internet Streaming, HTTP Streaming or OTT; Xpertis™ monitors them on all four recommended levels – Content, Container, Transport and Transaction level. With Xpertis View™ providing a unified, real-time, end-to-end visibility on downstream network health from the comfort of a centralized NOC, technicians are equipped to troubleshoot and isolate problems through intelligent correlation of QoE values provides by Xpertis CQA™ at the head end, Xpertis Net™ probes placed at strategic points on the network and Xpertis Agent™ on set-top boxes. Additionally Xpertis Remote™ provides remote diagnosis capability on the STB at the customer premises. Also available is Xpertis Lite™ a lightweight laptop based comprehensive troubleshooting tool that identifies critical parameters impacting video QOE in a multi-play network.
Xpertis CQA™ is the Content Quality Analyzer component deployed typically at the head-end of the multi-play network. Equipped with the capability of analyzing before and after encryption, Xpertis CQA™ analyses media at the content layer to procure the QOE of the video in the form of Mean Opinion Score (MOS) and other quality indicators like blur and jerkiness.These media parameters are communicated to the centralized end to end real time monitoring system Xpertis View™, a web based front end that also provides intelligent correlation of the quality parameters provided by all the probes of the Xpertis™ family. Eliminating tedious manual verification of channel quality, Xpertis CQA™ provides near real time indication of channel outages resulting in quicker problem resolution.
Deployed at strategic positions on the network, Xpertis Net™ probes packets flowing across the network at the content layer, media stream layer and the transport layer. Monitoring hundreds of channels simultaneously Xpertis Net™ identifies important indicators that can affect video quality like TS Jitter, IGMP Latency and OOS Packets. These parameters are also translated into easy to understand Mean Opinion Scores (MOS) using our own intellectual property called Subscriber Viewing Experience (SVE) model. Xpertis Net™ is also able to provide transaction quality for VOD channels as well. Providing timely channel availability and QOE reports help drill down to the particular segment of the network causing quality issues, making Xpertis Net™ a reliable measure of service quality.
Xpertis Net™ 3.1 can also be integrated seamlessly into any Microsoft Mediaroom® based service provider network. It can measure and report Microsoft Mediaroom® based KPI’s along with other network parameters to the centralized end to end real time monitoring system Xpertis View™.
Providing anon board STB client to help understand customer experience is Xpertis Agent™, an embedded software component that has been successfully integrated with many operational STB’s. Xpertis Agent™ constantly probes the currently watched program and updates the quality indicators to the centralized end to end real time monitoring system Xpertis View™. Xpertis Agent™ captures network parameters like average bit rate, jitter and packet loss to convert it to easy to understand MOS values with the help of Subscriber Viewing Experience (SVE) model an intellectual property of our own. Xpertis Agent™ and SVE provides for QoE monitoring capabilities by way of “in service” and “passive” measurements done at the service level.Xpertis View™ correlates any issues with the QoE reported by Xpertis Agent™ with upstream QoE values from Xpertis Net™ and Xpertis CQA™ components deployed hence easing troubleshooting procedures.
Deployed at the customer premises on the set top box Xpertis Remote™ enables remote diagnostics on the STB from the central NOC using Xpertis View™. An embedded software component successfully integrated with many operational STB models, Xpertis Remote™ equips the NOC personnel to remotely access and assesses the video quality at the customer premises eliminating the need for multiple levels of problem resolution calls to the customer care center or sending out expensive truck rolls.
The individual components of the Xpertis™ product suite communicate periodically to Xpertis View™ about the QOE metrics of media received at the strategic network points. Xpertis View™ has a communication server front-end through which the other Xpertis™ family products contact Xpertis View™. Xpertis View™ correlates the received metrics and provides a broad perspective of the video quality across the deployment.The information is available in an easy to use browser front-end that can be accessed by a NOC technician, a customer support executive, field technician, and network managers.
In addition to the above, Xpertis View™ provides a remote diagnostics interface to Xpertis Remote™ component deployed at customer STB. Network support staff can isolate troublesome or affected STBs from the top level end-to-end QoE view, and have the ability to remotely assess the troublesome STB to gain firsthand information without involving costly truck rolls.