Connected Analytics for Home. Steve Gorretta : Senior Product Manager Connected Home JT Taylor : Senior Manager Portfolio Marketing April 27, 2016

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1 Connected Analytics for Home Steve Gorretta : Senior Product Manager Connected Home JT Taylor : Senior Manager Portfolio Marketing April 27, 2016

Better Customer Service Is a Must Have 89% 10%-15% 35 Points of companies expect to compete mostly on the basis of customer experience - Gartner Revenue increase for organizations that focus on the

2 Better Customer Service Is a Must Have 89% 10%-15% 35 Points of companies expect to compete mostly on the basis of customer experience - Gartner Revenue increase for organizations that focus on the customer journey - McKinsey & Company Amount that customerexperience leaders outperform the S&P 500 Index - Watermark Consulting Sources: Gartner Surveys Confirm Customer Experience Is the New Battlefield McKinsey & Company: Best of Both Worlds Wartermark Consulting Customer Experience ROI Study 2

3 Evolution of Customer Service Personal Relationships Mass Relationships Demographic Relationships Hyper-personal Real-time Relationships Customer Experience For You For All For Segments For You Today 3

4 The World is Rapidly Adopting and Leveraging Devices Source: Cisco VNI Global IP Traffic Forecast,

5 Engagement on Deeper Level is Needed Interactive Collaborative Informative 5

6 Connected Analytics for Home Greater insight to the home network Proactive analytics to improve customer experience Reduce OPEX, improve customer support Smart SP operations predictive results Offered as a hosted solution 6

Connected Analytics for Home Summary Real-time streaming and historical analysis of home device data for SPs Quantifies subscriber health based on connectivity, performance, security, and more

7 Connected Analytics for Home Summary Real-time streaming and historical analysis of home device data for SPs Quantifies subscriber health based on connectivity, performance, security, and more Gathers data from modems, gateways, STBs, extenders, consumer devices Built-in UX for support rep, technician, executive dashboards. Consumer portal via API. Unique visibility creates new value to service providers Cost savings: service call reduction/avoidance, address issues proactively, plan better Revenue assurance: customer sat, churn reduction, smarter service offerings 7

or run-time loaded Real-time data collection Streaming analytics engine Analytics for Home Collection and

8 Connected Analytics for Home Overview Key Concept: Separate Device Management from Analysis Real-time Data TR-069 Prime Home Configuration-centric Static data snapshot Lightweight client (Secure UDP) Pre-integrated or run-time loaded Real-time data collection Streaming analytics engine Analytics for Home Collection and Analysis API (TR-131) Portal Experience Trend Analysis & Recommended Action Cross Marketing & Churn Prediction 8

9 Home Analytics Uses Video Quality Cisco Analytics Collector STB/DVR Fault Monitoring Real-Time Data (Secure UDP) Tools Broadband Health Analytics Business Insights Connected Life Gateways Service Health Gateway Consumer App Market Trends DDOS Attacks, Malware Threats Wi-Fi, Bandwidth Speed Test, Diagnostics Consumer Devices Security, Identification, Performance, 9

10 Customer Value Proposition Data-driven ROI Analysis Three Year Return per Sub $330 $310 $290 $270 $250 $230 $210 $190 $170 $150 Basic Management Prime Home PH + Home Analytics 10

11 Demo 11

12 Analytics Executive Dashboards Cisco algorithm derives overall customer and network health Trend analysis will show when major changes occurred Indicate problem areas and correlate with market data 12

13 Analytics Support Tools 13

Connected Analytics for Home Roadmap 1.0 1.1 1.x 2.0 2.

ACS-polling PoC Intel Puma integration Trial feedback improvements Predictive analysis, recommended actions External data set correlation Wi-Fi SoN integration

14 Connected Analytics for Home Roadmap x x Hosted SaaS offering Wi-Fi Gateway focus CSR and Exec dashboards OpenWRT, BRCM, VSAF integration Subscriber Health Indicator Real-time status feed Geo location/maps ACS-polling PoC Intel Puma integration Trial feedback improvements Predictive analysis, recommended actions External data set correlation Wi-Fi SoN integration Appliance/Managed Onsite offer Churn/revenue assurance analysis Analytics services offerings Home Guard integration Video + Connected Life use cases IoT Market offering SMB/Mobility insights Subscriber solutions portal Q3 FY 16 Q4 FY 16 Q1 FY 17 Q2 FY 17 Q3 FY 17 Q4 FY 17+ Best Practice 14

15 How to Deploy! Connected Analytics for Home is a Cisco cloud-hosted application! No installation cost! Billed monthly per subscriber, includes support and upgrades! Client reporting app is available on cable and DSL devices free of charge! Not required but delivers the best experience! Pre-ported to major platforms (BRCM DSL, RDB-K) 15

Network Policy as a Service

Network Policy as a Service The surge of data traffic, largely driven by Over-the-Top (OTT) providers, has put the Communications Service Providers (CSPs) in an unenviable position of needing to spend