Quality of Experience Engineering for Customer Added Value Services From Evaluation to Monitoring

The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications.

In recent years, multimedia applications and services have experienced a sudden growth. Today, video display is not limited to the traditional areas of movies and television on TV sets, but these applications are accessed in different environments, with different devices and under different conditions. In addition, the continuous emergence of new services, along with increasing competition, is forcing network operators and service providers to focus all their efforts on customer satisfaction, although determining the QoE is not a trivial task. This book addresses the QoE for improving customer perception when using added value services offered by service providers, from evaluation to monitoring and other management processes.

Abdelhamid MELLOUK [IEEE Senior Member] is a full professor at University of Paris-Est (UPEC), Networks & Telecommunications (N&T), Department and LiSSi Laboratory, France. He graduated in computer network engineering from the Computer Science High Eng. School, University of Paris Sud XI Orsay, received his Ph.D. in informatics from the same university, and a Doctorate of Sciences (Habilitation) diploma from UPEC. Founder of the Network Control Research activity with extensive international academic and industrial collaborations, his general area of research is in adaptive real-time control for high-speed new generation dynamic wired/wireless networking in order to maintain acceptable quality? of service/experience for added value services. He is an active member of the IEEE Communications Society and held several offices including leadership positions in IEEE Communications Society Technical Committees (Chair of The Technical Committee on Communications Software, Leader Officer of The Technical Committee on Switching and Routing). He has published/coordinated five books and several refereed international publications in journals, conferences, and books, in addition to numerous keynotes and plenary talks in flagship venues. He serves on the Editorial Boards or as Associate Editor for book publisher, several journals, and he is chairing or has chaired (or co-chaired) some of the top international conferences and symposia (including IEEE ICC and IEEE GlobeCom).

Antonio CUADRA-SANCHEZ is Telecommunication Engineer (MSc) from the University of Cantabria (Spain) and also holds a master degree in Computer and communications from the University Autonoma of Madrid (Spain). He works as a research project manager and technology advisor for QoS and QoE in Indra. He has taught different courses of signaling protocols and networks (SS7, GSM, GPRS, UMTS, IMS and IPTV) in Telefonica R&D, Telefonica Spain and Americas. He has also published over 70 articles as much for the European organisms of regulation as for Telefonica Group, workshops and scientific and regulation book chapters, and has participated in lectures for different national and international conferences, including TeleManagement Forum, ETSI and IEEE. He currently leads the IPNQSIS / PRINCE Celtic project and Celtic NOTTS project.

Preface xi

Abdelhamid Mellouk

Chapter 1 Challenges for Quality of Experience Engineering for Added Value Services 1
Abdelhamid Mellouk and Antonio Cuadra-Sanchez

1.1 Introduction and challenges 1

1.2 Contents 2

1.3 Conclusion 10

Chapter 2 An Ecosystem for Customer Experience Management 11
Antonio Cuadra-Sanchez, Mar Cutanda-Rodriguez, Andreas Aurelius, Kjell Brunnstrom, Jorge E. Lopez De Vergara, Martin Varela, Jukka-Pekka Laulajainen, Anderson Morais, Ana Cavalli, Abdelhamid Mellouk, Brice Augustin and Ismael Perez-Mateos

2.1 Introduction 11

2.2 Managing customer experience 12

2.3 Quality of experience ecosystem 14

2.4 IPNQSIS 23

2.5 NOTTS 25

2.6 Conclusions 28

2.7 Acknowledgments 28

2.8 Bibliography 28

Chapter 3 Measuring MPEG Frame Loss Rate to Evaluate the Quality of Experience in IPTV Service 31
Diego Hernando-Loeda, Jorge De Vergara, Javier Aracil, David Madrigal and Felipe Mata

3.1 Introduction 32

3.2 Related work 33

3.3 Method description 34

3.4 QoE prediction models 36

3.5 Network monitoring tool 43

3.6 Performance assessment 45

3.7 Conclusions and future work 48

3.8 Acknowledgments 49

3.9 Bibliography 49

Chapter 4 Estimating the Effect if Context on the QoE of Audiovisual Services 53
Toni Maki, Martin Varela and Jukka-Pekka Laulajainen

4.1 Introduction 53

4.2 Test content 55

4.3 Subjective tests in laboratory 57

4.4 Subjective tests at exhibition 58

4.5 Results 60

4.6 Conclusions and further work 69

4.7 Bibliography 70

Chapter 5 IPTV Multiservice QoE Management System 73
Antonio Cuadra-Sanchez, Mar Cutanda-Rodriguez, Alfredo Perez-Montero Eugenio Rogles, Jesus Gutierrez and Fernando Jaureguizar

5.1 Introduction 73

5.2 State of the art 75

5.3 Multiservice IPTV probe 80

5.4 QoE management system 85

5.5 Conclusions 90

5.6 Acknowledgments 90

5.7 Bibliography 90

Chapter 6 High Speed Multimedia Flow Classification 93
Rafael Leira Osuna, Pedro Gomez Nieto, Ivan Gonzalez and Jorge E. Lopez De Vergara

6.1 Introduction 93

6.2 The architecture 95

6.3 Validation 110

6.4 Conclusions 114

6.5 Acknowledgments 115

6.6 Bibliography 115

Chapter 7 User Driven Server Selection Algorithm for CDN Architecture 119
Said Hoceini, Hai Anh Tran and Abdelhamid Mellouk

7.1 Introduction 119

7.2 Multi-armed bandit formalization 122

7.3 Server selection schemes 136

7.4 Our proposal for QoE-based server selection method 136

7.5 Experimental results 139

7.6 Acknowledgments 146

7.7 Conclusion 147

7.8 Bibliography 147

Chapter 8 QoE Approaches for Adaptive Transport of Video Streaming Media 151
M. Sajid Mushtaq, Brice Augustin and Abdelhamid Mellouk

8.1 Introduction 151

8.2 Adaptive video transport 153

8.3 Microsoft Smooth Streaming 156

8.4 Apple HTTP live streaming 158

8.5 Adobe HTTP dynamic streaming 159

8.6 MPEG-dynamic adaptive streaming over HTTP 159

8.7 The goals of adaptive video streaming 161

8.8 Quality metrics for video streaming 162

8.9 The role of TCP in adaptive video streaming 163

8.10 Bibliography 168

Chapter 9 QoS and QoE Effects of Packet Losses in Multimedia Video Streaming 171
Rene Serral-Gracia, Eva Marin-Tordera, Xavier Masip-Bruin and Marcelo Yannuzzi

9.1 Introduction to the overall scenario 171

9.2 Related work 173

9.3 Multilayer performance metrics 174

9.4 QoE multilayer metric and quality assessment mechanism 178

9.5 Video streaming use case: peer-to-peer television (P2PTVG) 180

9.6 Conclusions and further actions 189

9.7 Bibliography 189

Chapter 10 A Model for Quality of Experience Estimation Based on Quality of Service Parameter Monitoring for Multimedia Convergent Services (3-Play)  191
Pedro De La Cruz Ramos, Raquel Perez Leal, Francisco Gonzalez Vidal and Luis Bellido Triana

10.1 Introduction 191

10.2 Presentation of the model 193

10.3 Application of the model to convergent (3P) services 196

10.4 Quality evaluation process 199

10.5 Model testing 218

10.6 Conclusions and future work 219

10.7 Acknowledgments 220

10.8 Bibliography 220

Chapter 11 Quality of Experience Estimation in Networks 225
Frederic Guyard, Martin Varela, Lea Skorin-Kapov, Antonio Cuadra-Sanchez and Pedro J. Sevilla-Ramos

11.1 Introduction 225

11.2 QuEEN terminology and concepts 226

11.3 Modeling the QoE, The ARCU model 229

11.4 The QuEEN layered model 232

11.5 Applications 235

11.6 Conclusions 240

11.7 Acknowledgments 241

11.8 Bibliography 241

Chapter 12 QoE-Based Network Selection in Heterogeneous Environments 245
Kandaraj Piamrat, Hyunhee Park, Kamal DEEP Singh and Cesar VIHO

12.1 Introduction 245

12.2 Network selection in homogeneous environments: a use case in WLAN 248

12.3 Related work for network selection in the heterogeneous environment 251

12.4 QoE-based network selection in heterogeneous networks 254

12.5 Conclusions and discussions 262

12.6 Bibliography 263

List of Authors 267

Index 271

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