© 2016 TM Forum | 1 Virtual CPE Platform in the Home

© 2016 TM Forum | 2 Champions: Participants: Collaboration

© 2016 TM Forum | 3 Phase 1 Laying the foundation with zero- touch provisioning vCPE Catalyst Project – Phases 1 and 2 Phase 2 Moving from reactive to proactive assurance to improve customer experience vBNG NAT DHCP Test Agent BRG NFVI IPv6 VTS MGW vRG Analytics Virtual Test Agent Customer GUI Service Provider Dashboard © 2016 TM Forum | 3

© 2016 TM Forum | 4 vCPE Catalyst Project – Phase 3 Proactive and predictive service assurance and control Taking analytics beyond proactive assurance to predict and manage service contention vBNG NAT DHCP Test Agent BRG Data Center IPv6 CDN VTS vRG Analytics Virtual Monitoring Agent Historical data © 2016 TM Forum | 4 Traffic Mgt FW Putting service control into the hands of the consumer

© 2016 TM Forum | 5 Use Cases Shown in Catalyst Demo Residential broadband networks typically suffer from lack of management and service prioritization  Dealing with the impacts of service contention  Proactively detecting and resolving problems remotely Use case #1: vCPE bandwidth management Home office worker regularly suffers poor voice and desktop conferencing performance when other family members are watching on-line movies Use case #2: Predictive analytics & testing Family wants to book a pay per view sports event, but that may require more bandwidth than their service bundle currently provides so requests a temporary increase in bandwidth

© 2016 TM Forum | 6 Unmanaged Home Network User Reviews Traffic Usage Update and Apply Policy Managed Network Traffic Use Case #1: Bandwidth Management Sequence

© 2016 TM Forum | 7 Use Case #2: Predictive Analytics/Test for Capacity Sequence Modeling Aggregate Utilization Live Testing Provide Alternatives PPV Service Advance Request

© 2016 TM Forum | 8  Challenges in Customer-centric Service Management ‒ Providing consumers with just the right amount of scope and capability to manage their traffic ‒ Defining a customer-centric interface to traffic management VNF  So many possible dimensions and approaches  Learnings ‒ Broadband traffic management is more easily achieved than WiFi traffic management ‒ Existing traffic managers can readily be adapted to run in the vCPE Use Case #1 Challenges and Learnings

© 2016 TM Forum | 9  Challenges in Predictive Analytics ‒ Requires utilization/second by subscriber across all devices, services, to compute aggregated utilization and impact on latency/jitter for multi-second time window ‒ Requires aggregation of utilization across all subscribers using shared link at 1 sec level for comparable time periods to future event  Learnings ‒ Lambda architecture e.g. both a scalable streaming data platform and big data (batch/micro batch) platform can meet these requirements ‒ Characteristics of the future event must be matched with historical usage to predict number of concurrent streams Use Case #2 Challenges and Learnings

© 2016 TM Forum | 10 Overall Project Findings Findings and Summary  Beneficial application of DPI/Traffic management technologies to residential services using virtual monitoring and policing functions  Monitoring at vCPE does not cover in-home M2M traffic e.g. DVR to STB  Client device embedded measurement is required for accurate QoE assessment TMF Leverage  ZOOM project Recommendations  Work on customer-centric API for traffic management

© 2016 TM Forum | 11 TM Forum Assets TMF Forum Asset Utilization Business Metrics Framework 15.5 TMF Forum Asset Utilization Business Metrics Framework 15.5 Contribution to TM Forum Customer Service Management (Self- Service) Customer Experience Customer Adoption Rate Operational Efficiency Success of Real- time change requests Accuracy of Predictive algorithms Revenue & Margin Revenue Impacts of service flexibility # successful portal requests # failed portal requests # self- serviceable requests handled by customer care % of service orders* fulfilled on time % of service orders fulfilled with delay % of service orders failed Reasons for failure of service orders Predicted Vs Actual bandwidth contention Additional revenue generated during SM Revenue loss during SM In a virtualized environment where customers will have greater flexibility and control over their service, CSPs have to implement metrics views specific to Customer Service Management. Further within the Service Management, these metrics can be classified within the existing TMForum defined categories like: Customer Experience Operational Efficiency Revenue & Margin