Transforming the connected consumer experience and economics of keeping pace with consumer demand. Optimizing resources and processes

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1 GLOBAL SERVICES

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3 In an age where virtually the entire globe has embraced a digital lifestyle, the demand for advanced networks and sophisticated solutions grows by the nano-second. To compete and win, service providers need video and broadband experts with proven experience and a long-term vision for success. Having delivered some of history s biggest and most complicated network projects, our unparalleled broadband and video experience and expertise is unmatched when it comes to: Multinational and regional technology deployment and upgrades to gigabit networks: IP, Wi-Fi, fiber, HFC Ensuring efficient video delivery, from programmer to head-end to home and beyond Transforming the connected consumer experience and economics of keeping pace with consumer demand Optimizing resources and processes Making the best choices: integrating multi-vendor, best-of-breed solutions Real know-how that counts when you want to get to market faster, drive customer satisfaction higher and turn investments into revenue. PAGE 1

4 SERVICE PROVIDER CHALLENGES Today s customers are demanding. Keeping them satisfied in a world of increasing choice and aggressive competition is critical to driving loyalty and retention. Fail to deliver and they ll find another provider, making it critical to pay special attention to the key challenges at play in the evolving marketplace. PAGE 2

5 KEEPING PACE WITH CUSTOMERS AND TECHNOLOGY In our ever-connected world we expect more from our technology every day; high quality video and content on demand at any time to any screen, robust connectivity and the latest tech (4k and UHD video, VR content, connected home and IoT). How do you keep pace with growing bandwidth demands and ever-changing technology? KEEPING THE ATTENTION OF YOUR CUSTOMER Your customers have many content choices. How will you deliver the experience that grabs their attention, fulfills multiple needs and ensures you re their chosen provider while reducing costs and churn? KEEPING CONNECTED The demand for seamless delivery on any screen, at any time is relentless. How can you provide reliable, ubiquitous Wi-Fi service, while finding new ways to monetize it? KEEPING EFFICIENT Making the complex changes required to shape up for your future while maintaining business as usual can put a strain on your organization. How do you quickly and easily right size your organization for optimal performance and savings? PAGE 3

6 ARRIS SERVICES EXPERIENCED AND TRUSTED THE WORLD OVER ARRIS is trusted across the globe as a resultsdriven partner with the experience to tackle a wide range of challenges, while keeping video and broadband networks optimized and meeting customer demand 24/7/365! 4.8M km HFC Plant Designed 30M+ Subscribers Using ARRIS-Designed Video Solutions PAGE 4

7 1.7M+ hours Staff Augmentation 81,000 Coax & Fiber Design/Surveys 65,000+ km Fiber Tested and Made Ready 1,000+ CPE Interop Test Projects 25M+ Subscribers on ARRIS-Hosted Services 32,000+ Wi-Fi Access Points Designed and Installed 3,200+ Cell Backhaul Projects 14,000+ Edge Data and Video Devices Installed and Configured 375+ Data Centers Made Ready 400+ System Integration Engagements PAGE 5

8 EXPERTISE FOR EVERY PROJECT PHASE PAGE 6

9 ARRIS draws on experience with thousands of projects for service providers, worldwide. We not only implement technology, we have the expertise and capabilities to help service providers get to market faster, improve customer satisfaction and drive maximum performance from every facet of their video and broadband service. SERVICE CAPABILITIES PLAN Optimization Consulting Process Improvement Planning Audit Engineering Inside Plant Design Outside Plant Design Network Documentation Systems Integration Custom Software Lab Validation Services Lifecycle Management Program Management DESIGN OPERATE Hosting Support Services Managed Services Staff Augmentation Call Center Consulting Workforce Optimization Installation Configuration Turn Up & Test Logistics Decommissioning IMPLEMENT PAGE 7

10 PRACTICE AREAS ARRIS has the experience and capabilities to tackle the most demanding challenges in four key areas. PAGE 8

11 NETWORK TRANSFORMATION Gigabit Service Transition: FTTH, Fiber Deep, all-ip, DOCSIS 3.1, CCAP Installation, Configuration, Commissioning, Migration Infrastructure Solutions: Headends, Hubs, Central Offices, Data Centers Logistics Management Outside Plant Services IP VIDEO IP Video Consulting and Delivery Cloud-based Video Solutions ndvr, Content Management and Advertising Over the Top Solutions CPE Integration and Custom User Interfaces SERVICE PROVIDER WI-FI Turnkey Solutions Hosted Wi-Fi Tier 1/Tier 2 Support Services Design, Deployment and Validation CUSTOMER EXPERIENCE MANAGEMENT 360 Optimization Assessments Business Requirements and Process Consulting Contact Center Consulting Workforce Optimization OSS/BSS/EMS System Design and Integration PAGE 9

12 NETWORK TRANSFORMATION With experience working on large and extremely complex upgrade and expansion projects, our Network Transformation team is dedicated to being your trusted partner for critical network deployments, infrastructure management and engineering projects. We optimize new while recapturing value from old technologies and our world-class project managers deliver projects on time and on budget. TURN TO OUR NETWORK TRANSFORMATION TEAM TO: Extend your team s bandwidth for design of HFC / Fiber Deep / FTTx networks Assess readiness for new architectures like DOCSIS 3.1, Remote PHY and CCAP and develop roadmaps for evolution Design and implement virtualized solutions for key network elements Implement technology with designs and processes that result in space, time and OpEx saved Manage the complexities of construction, logistics and decommissioning PAGE 10

13 CASE STUDY REVOLUTIONIZING BROADBAND IN THE LAND DOWN UNDER Delivering an open access broadband network to the entire Australian continent presents a significant challenge. Based on our track record around the globe for designing, deploying and operating HFC networks, nbn turned to ARRIS to help them deploy, integrate and bring their world-class broadband network to life. Meeting the demands of an aggressive schedule and overcoming numerous obstacles along the way the team continues to work alongside nbn to bring the high speed broadband network to millions of Australian homes and businesses. PAGE 11

14 IP VIDEO Evolving current networks and service platforms to meet the everincreasing demand for video is one of the biggest challenges you face as a service provider. The IP video delivery landscape is always changing. As industry leaders, our innovation and experience in IP video is second to none, keeping you ahead of the competition in the areas of IPTV evolution, network DVR, OTT, Cloud-based video and advertising. Working together to hone your strategies and define priorities, we answer the many business and technical questions that come with the transition to IP video. The result is a custom solution using the best ARRIS and/or third party products and a practical roadmap to meet your needs today and evolve elegantly to your future. LEVERAGE OUR IP VIDEO EXPERTISE TO: Evaluate the best approach to IP video evolution Master integrate multi-vendor video solutions Develop custom software for user interfaces, mobile apps and overthe-top (OTT) viewing experiences Lab test new end-to-end solutions and ensure interoperability of CPE Host critical video capabilities in world-class data centers Deliver custom video processing and distribution systems PAGE 12

15 CASE STUDY ANSWERING THE CALL FOR AN ALL-NEW TV EXPERIENCE With consumers demanding video anywhere, anytime, on any device, service providers have been racing to give them what they want, when and where they want it. When a major Latin American provider decided it was time to launch a new TV experience to its subscribers, their first choice was ARRIS. Working as the master systems integrator, ARRIS designed, tested and implemented a robust, multi-vendor platform that enabled the provider to deploy a new content delivery network (CDN) and an all-new user interface to their subscribers for easy access to live and on-demand video. PAGE 13

16 SERVICE PROVIDER WI-FI As a one-stop shop for carrier-grade Wi-Fi, ARRIS delivers an innovative solution of pre-integrated products wrapped in a set of best-in-class services. Our Wi-Fi solution helps you retain subscribers and improve loyalty by offering engaging and pervasive Wi-Fi. It also prepares you to expand into new, revenuegenerating vertical markets like hotels, hospitals, schools and businesses looking to provide a rich Wi-Fi experience to their own customers. WE MAKE IT EASY TO GET STARTED AND SUCCEED BY OFFERING FLEXIBLE DEPLOYMENT MODELS: Turnkey we integrate all elements of the solution and turn over the keys Build-Operate-Transfer we build, operate, (while training your personnel), and then give you the keys Hosted we host core elements of the solution so you save on capex and reduce time to launch PAGE 14

17 CASE STUDY SUDDENLINK AND ARRIS: DRIVING REVENUES AND PLEASING CUSTOMERS Suddenlink (Altice US), one of America s largest service providers, wanted to ensure that its business customers could deliver a seamless Wi-Fi experience to their customers to drive customer satisfaction and create opportunities for new revenue streams. To launch quickly, and drive competitive advantage, they turned to ARRIS as an experienced Wi-Fi integrator for the design and delivery of a multi-vendor solution. Thousands of access points were installed in apartments and hotels across Texas, North Carolina, West Virginia and Kentucky over a 12 month period. ARRIS operates the network as a managed service, onboarding new properties and supporting Wi-Fi subscribers, enabling Suddenlink to efficiently keep pace with service growth. PAGE 15

18 CUSTOMER EXPERIENCE MANAGEMENT Today s consumers have choices. Deliver the services they demand better, faster and cheaper, and you succeed. Fail and it s likely they will find another provider who can. Earning satisfaction and loyalty means providing the best customer experience possible at a cost that is right for them and that s where our experience can help. We analyze service issues and costs, identify improvement opportunities and design and implement best-in-class processes, training and device and service management solutions. TAP INTO OUR CUSTOMER EXPERIENCE KNOW-HOW TO: Improve service quality, customer satisfaction and Net Promoter Scores Resolve problems quickly, reduce call time and optimize customer networks remotely Reduce technician call outs and product returns Evolve service management strategy PAGE 16

19 CASE STUDY DRIVING CUSTOMER SATISFACTION, SAVING MILLIONS The proliferation of networked devices in the home has resulted in complexity that could hardly have been anticipated a decade ago. Consumers frequently turn to trusted service providers for quick, low hassle resolutions to technically challenging questions. As one service provider found, Customer Support Representatives (CSRs) don t always have the expertise to troubleshoot device problems, resulting in unnecessary and costly returns. When investigating the problem, ARRIS found that many of the returned devices were without defect yet were automatically replaced with a new device driving up costs and technician time. Having identified the root cause, ARRIS revised faulty protocols and delivered enhanced CSR training that reduced returns and No Trouble Found (NTF) rates. The service provider realized almost $2 million in annual savings, reduced churn, and noted a marked uptick in customer satisfaction that left them better able to compete for today s demanding consumers. PAGE 17

20 YOUR TRUSTED PARTNER IN A CHANGING MARKET Staying at the top of your game in today s ever-changing digital landscape is critical to profitable operations and customer satisfaction. To ensure success, today and in the future, you need savvy, consultative partners with the expertise to handle the full range of your increasingly diverse needs. At ARRIS, we stand on a record of experience that s second to none, and a reputation as a trusted advisor developed over decades of service to the video and broadband industry. Whatever your project, ARRIS can help you analyze it, consult on it, design it, integrate it, customize it, verify it, deploy it, manage it, document it, train on it, support it, and even operate it. TO FIND OUT MORE PLEASE VISIT ARRIS Enterprises, LLC. All rights reserved. No part of this publication may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from ARRIS Enterprises, LLC ( ARRIS ). ARRIS reserves the right to revise this publication and to make changes in content from time to time without obligation on the part of ARRIS to provide notification of such revision or change.