TAKING CONTROL OF 5G CUSTOMER EXPERIENCE

Fumihisa Kimura 木村 文尚

Director - APAC

Global Strategy & Solution Engineering

Interop Tokyo 2019

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“Looking ahead, my new strategic priorities focus on …accelerating digital transformation, radically simplifying our operating model… and delivering the best digital customer experience.

We expect that this will drive revenue growth, reduce churn and lower our European net operating expenses by at least €1.2 billion by FY2021.”

Nick Read, Vodafone Group CEO

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“5G will give us an advantage over rivals, a more efficient mobile network and a reason for customers to spend more.”

Andy Penn, Telstra CEO

© 2019 ACCEDIAN Confidential Information

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Core Operator Services

TODAY’S CHALLENGE – MANAGEMENT PER APPLICATION + SERVICE PERFORMANCE

Internet access, WiFi, fixed mobile

IoT

IP VPN, SD-WAN, hybrid VPNs

VoIP/VoLTE

IPTV

Transport mobile backhaul

Enterprise low latency services –e.g. financial networks

YESTERDAY’S CHALLENGE WAS MANAGING

NETWORK CONNECTIVITY

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AUTOMATING SERVICE QUALITY MANAGEMENT IS A MUST WITH 5G

1Sandvine 2018 Global Internet Phenomena Report2Ericsson mobile network survey 20173Sandvine 2018 Global Internet Phenomena Report

73 %

In 2023, video will account for around

of mobile data traffic2

15 %Today, Netflix is

of the total downstream traffic across the entire Internet1

14 %

Gaming is also on the steady rise, with over

of global gaming traffic share coming from Richard’s favorite, Fortnite3

YET, WITH JUST 0.05% PACKET LOSS,STREAMING VIDEO EXPERIENCE IS IMPACTED SIGNIFICANTLY

PACKET LOSS RESULT

5% Unwatchable– video and audio break-ups

1% Unwatchable – constant large blockiness

0.5% Borderline watchable with blockiness

0.25% Watchable – but with frequent small blocky glitches

0.1% Watchable – but with less frequent small blocky glitches

0.05% Watchable – but with occasional small blocky glitches

This won’t fly with the gamers…

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5G NETWORK SLICING ASSURANCEIt will be up to the operators to monetize and guarantee network slices

SUM OF THE ASSURANCE CHALLENGE

=

USER EXPERIENCE IN THE SLICE

+

THE EXPERIENCE OF THE VNFS THAT MAKE UP THE SLICE

*

*Although it’s actually much more complicated than this…

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WILL THE MOBILE EDGE CLOUD ASSETS DELIVER A COMPETITIVE ADVANTAGE OR NOT?

Yes, if the service provider hosts the application in their central data center

Yes, if the service provider hosts the application in their edge data center

Yes, even if the application is in the public cloud

Possibly, but it's not clear to what extent

Over 70% of operators believe ownership of access and edge cloud assets gives them an advantage over the public cloud providers1

1Heavy Reading 5G Performance Monitoring Survey, Q3 2018

The challenge is to use performance monitoring to assure access and edge cloud and sell that

Q. Does ownership of access networks and edge cloud infrastructure enable mobile operators to offer superior end-to-end performance guarantees for 5G compared with public cloud providers?

Sounds great. Can I get an SLA to go with that?

27%

11%

40%

22%

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5G SERVICES & KPI MAPPINGClass Type Throughput

REQUIRED

LatencyALLOWABLE

Packet LossSENSITIVITY

Local ComputeREQUIRED

Examples

IoTNB-LTE-M / LTE-IoT allow devices to communicate as rarely as once

every 40 minutes

mMTC

MASSIVE MACHINE-TYPE COMMUNICATIONS

Sensors for Agriculture, Smart Meters, Connected Car Insurance, Smart City

Lighting, Package Tracking and Logistics

uRLLC

ULTRA-RELIABLE, LOW-LATENCY COMMNICATIONS

Real-time factory automation, Remote patient vital sign monitoring, Connected

car collision avoidance / Federated driving

eMBB

EXTREME MOBILE

BROADBAND

Real-TimeCOMMUNICATION /

INTERACTION

Video / hologram calling, VR gaming, Augmented reality, Telematics, Fixed

line internet replacement

StreamingVIDEO / MEDIA

UHD 3D YouTube, VR Movies & AR Sporting Events, 8k Video

HTTP/HTTPSInternet/ Web Services

Content, Visuals, client to server-based web applications and basic HTTP/HTTPS

connectivity to web

Mbps

100

101

0.1

ms

100

10

1

% PL

10

1

0.1

Mbps

100

101

0.1

ms

100

10

1

% PL

10

1

0.1

Mbps

100

101

0.1

ms

100

10

1

% PL

10

1

0.1

Mbps

100

101

0.1

ms

100

10

1

% PL

10

1

0.1

10 1

Mbps

100

101

0.1

ms

1001

% PL

100.1

Not Demanding

Within LTE Specs

Challenging

Low

Moderate

High

Performance Level Impact if Not Met

This is where the opportunity and the challenge lies

Source: GSMA

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5G REVOLUTIONIZES SERVICE INTRODUCTIONCompetitive support for service partners + assurance for end users requires core network evolution

3G/4G Service introduction

▪ Network too heavy & complex to support differentiated service performance

▪ Resource “lock-down” only way to guarantee SLAs

▪ Network unaware of services (for the most part... voice & IMS)

5G: Virtualization, service awareness & network slicing

▪ Virtualization dynamically assigns resources as needed, per service

▪ Performance profiles can be defined, enforced and monitored

▪ Monetization of services likely done indirectly (service partner, app provider…)

First steps to the personal network…feeding your personal AI

10COMPLETE QoE COVERAGEFROM CORE TO CAPILLARY

Microservice-based VNFs & Orchestrated Coverage

Streaming Analytics

Visibility to the Edge for End-to-end Application Chain QoE

Insight

ATTRIBUTES & BENEFITSPervasiveMeasures in Real-timeFollows the UserLow Resource RequirementAgile & Easy to DeployScales to Millions

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THE SOC IS HERERelies on high quality service performance data for QoE insight into customer experience

Customer Experience

Network Performance

Application Performance

Ingest, Store, Analyze

All Layer Data

Multiple Sources

Beyond Reporting

Analytics and Machine Learning

Single Consistent View

Analytics

ALL LAYERS

QoE

Passive Network / App PM

Real User Monitoring

End-to-End Application Delivery

TCP Metrics

North-South / East-West

Wide-angle View

L2-7 NPM/APM

Highly Accurate & Granular Active-Synthetic

PM

Patented One-Way Measurements

1s Bandwidth Utilization

Service Activation Testing

Remote Packet Capture

QoS

L2/3 PM

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© 2018 ACCEDIAN Confidential Information

APPAPP

THE HIGH STAKES MOBILE CLOUD PLATFORMW

HA

T A

WS

DID

TO

CO

MP

UTE

…

on

APP

SLA

QoS 3

QoS 2

QoS 1

…5

G W

ILL DO

TO M

OB

ILE

on

Network Slicing

QoSQoE

SLA-ready

vEPC

THE DIFFERENCE

IS THE OPPORTUNITY

NEW DIGITAL SERVICES ANCHOR GROWTH

AND ROI1

25%+

1 TMF 2017

THIS IS THE KEY!

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WHAT KEY THINGS SHOULD I LEAVE HERE WITH?How do I take control of 5G to win the customer experience race?

NOW more than EVER – How the NETWORK and APPLICATIONs work together drives CUSTOMER EXPERIENCE. Complete visibility is key!

We know you love data, and we know that you need data. Having access to the most high resolution, accurate and clean performance data enables you in several key areas; in ensuring customer experience, in managing dynamic 5G network slices, and in driving your AI initiatives.

Operators today have an especially unique opportunity. If you’re living in the cloud and looking at the network like a simplistic abstraction of an ethernet cable, you miss the details on what is required to build a reliable network. Your intimate knowledge of those data-driven details gives you a serious leg up.

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2

3

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TAKE THE OPPORTUNITY TO DIFFERENTIATE YOUR 5G EXPERIENCE

On the plus side

“The real promise of 5G is that it gives CSPs their first realistic opportunity to differentiate the service levels they deliver to different customers. It is transformative because of the flexibility it offers.”

Catherine Haslam, Principal Analyst, TM Forum

But there is still a little doom & gloom

“Failing to modernize OSS/BSS could result in an immediate and negative impact on revenue, with up to 67% of potential revenue at risk.”

Catherine Haslam, Principal Analyst, TM Forum

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The promise of 5G lies in executing on the experience promise.

THANK YOU!Contact me at fkimura@accedian.com

We don’t want to just end up with the next G, do we?