OutReach: Overview

End-to-end management of your subscriber engagement initiatives.

Sandvine OutReach provides fixed, mobile, and converged access communications service providers (CSPs) with a single
product to build, execute, and manage personalized omni-channel subscriber engagement initiatives.
With OutReach, CSPs can rapidly implement a wide variety of
valuable use cases:
Notifications and Promotions: Deliver the right message at
the right time on the right channel
Subscriber Self-Service: Empower subscribers to manage
their own services and to carry out automated workflows
Marketplaces: Leverage your billing relationships and provide
subscribers access to digital content and even physical goods
Importantly, OutReach lets you manage and execute these
subscriber engagement activities across many channels:
Portals: Create personalized portals that provide real utility
and keep subscribers coming back
Mobile Apps: Build loyalty with your own branded hybrid
app with dynamic content and send messages using app push
overlays and notifications
In-Browser Engagement: Deliver messages and interact
within the browser using overlays and browser push
notifications
Out-of-Band Engagement: Provide utility and create
engagement on older devices

Key Benefits
OutReach has a number of benefits for
communications service providers, including:
Faster Time-to-Market: Simplify omnichannel campaign execution and bypass
traditional IT challenges with the cloud-based
OutReach Experience Manager and hosted
content
Flexibility: Choose the communications
channel that works best for each subscriber
and for each engagement
Increased Revenue: Leverage timely
contextual promotions and upsell messages to
grow ARPU
Improved Loyalty: Reduce churn by building
an ongoing positive relationship with
subscribers
Reduced Operating Expenses: Implement
self-service automated workflows for common
subscriber processes

The OutReach Difference

Nothing else is quite like OutReach, because OutReach combines a number of unique features and characteristics to
enable complete, end-to-end subscriber engagement:
Inline Capabilities: traffic intersection and redirection, and content injection
Cloud-based Content Management: define, manage, and host your engagement content in the cloud
Omni-channel Engagement: centralized management of a wide variety of engagement channels
Subscriber Awareness: benefit from the Sandvine platforms implicit subscriber awareness
Policy Control: link your engagement activities to real-time network policy control actions
Device Support: a comprehensive library of more than 26,000 supported devices

Satisfy Many Subscriber Engagement Use Cases...

Notifications and Promotions
Notifications and promotions are an entire use case family unto themselves. Ultimately, though, theyre about
delivering the right message at the right time, on the right channel.
Right Message

Right Time

What is the reason for delivering a

notification? For instance:

What triggers the communication?

Including:

What is the best channel for your

message? Including:

Usage threshold is crossed

Attempt to access restricted
content
Point in billing cycle
Malicious activity is detected
External event
and many more!

Usage update
Marketing promotion
Security threat
Copyright violation
Sponsored advertisement
and many more!

Right Channel

In-browser overlay
Browser push notification
HTTP redirection
SMS, USSD, email
Mobile application
Subscriber portal
App push notification
App push overlay

Subscriber Self-Service
By empowering subscribers to manage their own services and devices, communications service providers can grow
revenue and drastically reduce operational expenses, while simultaneously improving the subscriber experience
and increasing subscriber loyalty.
Self-Care

Self-Help

Take care of basic functions:

Empower subscribers to solve their own problems quickly:

Display usage statistics and subscription details

Enable subscribers to make changes to account
details

Contextual FAQs and user guides

Automated process workflows

Self-Ordering

Account Management

Increase revenue by helping subscribers buy services:

Enable subscribers to truly personalize their services:

Purchase bundles and activate services

Purchasing content in an operator-branded
marketplace

Control account features and authorization,

for instance: set parental control filters, define
application priorities, etc.

Marketplaces
Marketplaces let you leverage your billing relationships and provide subscribers access to digital content and even
physical goods.
In many parts of the worldand indeed potentially for most mobile subscribersbank accounts, debit services,
and credits cards are not available. In these markets, the mobile service provider is an intermediary in many
transactions and subscribers purchase credit with the mobile provider.
A consequence of not having a credit card is that you cannot easily make purchases from iTunes, Google Play, or
other popular app stores. This reality presents an opportunity for mobile operators to create their own store and to
increase revenue by selling apps, digital content, and even physical goods otherwise unavailable to subscribers.

...Across Many Powerful Channels

Portals

Out-of-Band

Create Personalized Portals that Provide Real Utility

Create Engagement on Older Devices

A well-designed, useful portal is a great way to build a

profitable ongoing relationship with your subscribers.
OutReach provides everything you need to create
effective, personalized subscriber portals that:
Contribute to revenue growth with targeted
up-sell/cross-sell promotions and self-ordering
capabilities
Reduce operations and support costs with
self-service utilities like self-care, account
management, and self-help (e.g., FAQs, guides, and
automated workflows) functions
Build loyalty by giving subscribers reasons to keep
coming back

SMS, USSD, and email provide valuable utility and

provide engagement channels for users on older
devices; they also serve as useful secondary channels
for subscribers, in general:
SMS remains a great way to send contextual and
short-term notifications and promotions, and to
deliver confirmation of self-care, self-ordering, and
account management activities
USSD is a powerful mechanism for self-ordering
Email is well-suited to use cases that arent realtime sensitive, such as weekly usage updates,
longer-term notifications and promotions, and
service activation confirmations

In-Browser

Mobile Apps

Deliver Messages and Interact Within the Browser

Build Loyalty with an Amazing App Experience

The web browser commands a huge amount of

subscriber attention, so it provides a fantastic medium
for delivering messages and engaging with subscribers.

Branded apps create a channel of engagement with

subscribers that builds loyalty and strengthens your
customer relationships.

OutReach gives you the ability to:

OutReach lets you:

Intelligently intersect web browsing traffic and

redirect to a defined destination (e.g., notification
page, subscriber portal, self-service screen,
etc.): This technique is a powerful way to ensure
important messages, like billing notifications or
security alerts, are seen by subscribers

Build a complete branded mobile app: if you dont

already have a multi-purpose mobile app for your
subscribers, then let us help you build one

Insert a floating overlay (containing text, images,

audio, video, or rich HTML content) on top of the
web page, with the appropriate size and orientation
for the users device: This technique is a powerful
subscriber-friendly alternative to full redirection,
and is a great way to deliver notifications and
promotions
Leverage browser push notifications to ensure
messages can always be delivered, no matter what
site a subscriber is visiting and whether or not that
site is encrypted

Enrich your existing mobile app: increase the utility

of your current app with dynamic components
powered by OutReach
Launch use case-specific apps: grow subscriber
loyalty with apps that have specific functions (e.g.,
WiFi finder) or marketing tie-ins
Send messages using app push overlay and
notifications triggered through your branded mobile
app. Overlay messages are unique as they are not
buried with other notifications in the notification
tray or behind active applications.

Key Features of OutReach

HTTP Intelligently intersect web browsing traffic and redirect to a defined destination (e.g., notification page, selfRedirection* management portal).
This technique is a powerful way to ensure important messages, like billing notifications or security alerts, are
seen by subscribers and can also be used to increase awareness of new services, like short-term promotions or
a new subscriber self-management portal.
You can combine HTTP Redirection with intelligent campaign management to carefully control when, why, and
to where subscriber traffic is redirected.
*HTTP Redirection requires the Sandvine Policy Traffic Switch

Out-of-Band Trigger notifications via SMS (short message service), WAP (wireless application protocol) Push, email, and
Notification USSD (unstructured supplementary service data), which are important mechanisms for subscribers using
feature phones or for subscribers who simply prefer this means of interaction.
These out-of-band notifications are achieved by integrating OutReach with your existing SMSC (short message
service center) or similar system.
Out-of-band notifications are a great way to provide billing updates to subscribers, to make them aware of
short-term promotions, and to drive traffic to your subscriber portals.
In-Browser Insert a floating content box (containing text, images, audio, video, or HTML page) into a web browsing
Overlay* session, with the appropriate size and orientation for the users device.
This technique can be a more subscriber-friendly alternative to HTTP Redirection, in that the subscribers
browsing session continues uninterrupted, but your message is still prominently displayed.
A personalized floating overlay can be used for a wide range of use cases, including: bill reminders, security
and malware alerts, real-time data usage updates, and promotional campaigns (e.g., short-term offers,
increase awareness of your subscriber portals, etc.).
Additional features of the In-Browser Overlay feature include:
Context Enrichment:

Enables context-sensitive, personalized communications by passing related information (i.e., anything

available to the Sandvine Policy Engine, such as subscriber identity, location, security status, data
usage, etc.) to the notifications server via URL enrichment
Personalize with information retrieved from other systems (e.g., subscriber management platforms,
subscriber profile repositories, demographics databases, etc.)

Intelligence:

Floating overlays are only applied to HTTP content that is destined for a web browser
CSPs can define a do not brand list of URLs

Campaign Integration:

Leverage the OutReach Experience Manager to manage communications campaigns

Stability, Privacy, and Security:

Health-check ensures the notifications server is online before creating an overlay

Does not inspect or modify the requested webpage
Notifications Manager only provides content when presented with a valid request, making it safe from
attacks and tampering
All subscriber information shared with the notifications server is AES encrypted and HMAC-MD5 hashed
(128-bit keys)

Performance Metrics:

Provides measurement and reporting into campaign performance and related metrics (e.g., top
browsers, total time messages are displayed, clicks-to-close, etc.)
Integrates with advertising servers in order to manage and track impressions

*In-Browser Overlay requires the Sandvine Policy Traffic Switch

Browser Push Browser push notifications allow subscribers to opt-in to timely messages and notifications from specific sites;
Notifications OutReach lets you take advantage of this valuable communications channel.
Mobile Apps

Unique App Capabilities: take advantage of a powerful combination of native and hybrid app functionality

Hybrid Apps: with hybrid apps, the user installs the app once but you can still control and edit the inapp interface and experience over time without needing to update the app and re-enter the app store
review process
SmartService App: enables users to purchase bite-size mobile Internet access through a customized app
available through Google Play or Apple iTunes
App Push Notification: allows subscribers to opt-in to timely messages and notifications from their
operators branded app
App Push Overlay: similar to app push notification but in form of an overlay displayed over any apps or
browsing sessions. Overlay messages are unique as they are not buried with other notifications in the
notification tray or behind active applications
Native App Functions: control many aspects of your applications for iPhone, iPad, Android, Windows
Phone, and Blackberry, including custom menus, splash screen, notification center, transitions, user
authentication, and much more
App SDK: expands the portal presence into App Stores (e.g., iTunes, Play, etc.) with exclusive native and
hybrid app functionality; gather a complete set of native components to extend hybrid functionalities
with native behavior, in order to deliver the best and most flexible subscriber app experience; all native
components can be controlled from the Interface Manager, such as cache controls, device APIs (e.g.,
maps, network, user ID, etc.)

Put the power of service personalization in the hands of your customers

A feature of Sandvines OutReach product, SmartService App is a complete end-to-end solution for dispensing
mobile Internet services with vending machine-like precision and personalization. Have an existing self-care portal
or specific branding requirements? No problem. SmartService App can be completely customized to align with the
look and feel of your brand, with your companys colors, logos,
and image mandatories, as well as include Internet services,
packages, and promotions that are unique to your business and
your market.
Sandvine SmartService App radically enhances the mobile
operators service creation model with the ability to now offer
completely personalized mobile experiences to subscribers:
For Digital Service Providers: Create differentiation, offer
personalized services, build loyalty, increase incremental
revenue, and incremental subscribers
For Digital Consumers: Cost certainty, choice, and
customization with mobile Internet access

OutReach The only multi-screen, cloud-hosted, content management systems (CMS) built specifically for communications
Experience service providers.
Manager
Campaign Management: combine conditions and rules to carefully control when specific messages are
presented, and to measure campaign performance
Notifications Manager: create and configure floating in-browser overlay notifications

Configuration GUI: drop-down menus and configuration fields simplify notification definition and
management
Control Style Elements: contribute to a positive subscriber experience by using a range of style
elements, including transparency, time-outs, borders, sizing, and much more
Server: deployed on-premise to enable inline intersection and redirection of HTTP content

Personalization: deliver a truly personalized subscriber experience

Leverage Profile Information: integrate with your CRM, SDM, or OSS/BSS systems to ingest subscriber
profile information and incorporate in your messages and display rules
Recommendation Engine: automatically recommend most popular, highest-rated, and related content
to drive upsell opportunities and to provide a personalized experience based on observed subscriber
interests
Profiling Rules: choose from more than 100 profiling rules (and custom rules can be created) that
leverage device capabilities, subscriber browsing behavior, time and date programming, network type,
location, etc
Active Personalization: subscribers can personalize their own interface

Interface Editor: ensure an optimal subscriber experience with stunning, device type-specific interfaces

Unlimited page creation: create as many pages as desired; pages can be imported from other OutReach
sites to accelerate the creation process
Widget-based: widgets are components that can be edited, cloned, and re-used across all pages, in
order to achieve specific display of static or dynamic content; each widget comes with a series of basic
and advanced options that enable maximum design possibilities; choose from more than 70 widgets
Templates: groups of widgets can be converted into templates, which can be reused and updated en
masse; templates are ideal for menus, headers, footers, etc.
Style Manager: define colors, fonts, effects, margins, and other styling elements
Layout Editor: adapt your interfaces to todays multi-screen world using device type-specific layouts,
so a single URL is displayed with different page organization tailored to the users device type; example
layouts include feature phone, smartphone, tablet, PC, and smart TV

Catalog Manager: ingest, manipulate, and render dynamic content to create shopping and portal content
flows

Products and Services: Integrate catalogs to showcase your own products and services, and those from
your third-party partners
Downloads, News, and Links: ingest, mix, and distribute any type of downloadable item (e.g., videos,
audio, apps, etc.); create link feeds and categories

Reporting Engine: gain visibility into campaign performance

Aggregate your campaign KPIs (key performance indicators)

Choose from a range of standard KPIs and define your own
Integrate with third-party campaign analytics tools, including Google Analytics, Omniture, XiTi, and
WebTrends

Rendering Engine: adaptive rendering to create exciting front-ends on practically any subscriber device,
old or new

Supporting more than 26,000 devices, including feature phones, smartphones, tablets, PCs, and smart
TVs
Detects the specific device and determines the appropriate layout
Pre-rendering and caching of static content maximizes performance
Comprehensive support of HTML5, rich media styling and content device adaptation for newer devices
Includes a rendering component for feature phones in XHTML, WML, and other legacy languages
including PML and cHTML

The Rendering Engine ensures your interface is presented in the best format.

Marketing and Social Plug-Ins: get discovered and multiply your message

Search-Engine Optimization: automatic creation of mobile sitemaps and enriched HTML headers;
enables as many custom domains as desired, so subscribers will only see your brands domain name
regardless of the device being used; deep link redirection means that mobile traffic to a website can be
redirected instantly to the mobile equivalent, whether the page is static or dynamic
Social Tools: any content or page can easily be shared on Facebook, Twitter, LinkedIn, or Google+;
content or pages can also be shared via email or SMS; integrated timelines let you embed specific
content provided by social networks to keep pages dynamically up-to-date; OAuth authenticate
Facebook and Twitter users and enables personalization features; interact with your subscribers using
comment, voting, rating, feedback, polling, and quiz tools
Advertising: use the integrated multi-screen ad server to manage, deliver and track campaigns;
alternatively, connect to your existing third-party ad server, including out-of-the-box support for Google
AdSense, DoubleClick, Velti, 24/7 RealMedia, SmartAd Server, OpenX, or Motrocity (additional ad
servers can be implemented)

Admin Console: provides centralized management of user roles and permissions; maintains an audit trail
Site Testing and Validation: vital tools to test and validate your sites

Includes a separate testing URL for each site

Device Simulator: test your feature phone designs
Send-to-Phone: quickly view a page directly on your smartphone by sending your URL via SMS
Validate Site: detect empty pages, dead links, heavy pages, and incorrect style elements

Developer Tools: tools for web developers who want to take designs to the next level

Custom Pages and Layouts: create highly complex interfaces that are automatically compatible with
multi-screen rendering
API Broker: power personalized dashboards, self-care front-ends, authentication, permission-based
content, and subscriber profile-specific rules by integrating with your existing CRM and B/OSS APIs

APIs and Interfaces: connect the OutReach Experience Manager to other business systems and third party
services

Connection/Transfer Protocols: FTP/SFTP, HTTP/HTTPS with or without persistent connection, NNTP,

UCP, Diameter
Data Protocols: SOAP/WDSL, XML RPC, REST, MM7, UCP, Diameter, custom XML, native RDBMS integration
with SQL Server and Oracle, JSON, Java RMI
Billing Interfaces: Diameter, mPay, Payfoit, W-HA, XTC, SAG, SOA, CCA, SMPP, iMode, IPX, Netsize,
Parlay/X (OneAPI)
Third-Party Services: Google Ajax Search API, OpenX, Google Custom Search Engine, Google Static Maps
API, AdMob API, and more
More information is available in Technology Showcase: OutReach Experience Manager

End-to-End Subscriber Engagement

OutReach provides complete, end-to-end subscriber engagement:
Inline Intersection and Redirection: Sandvines Policy Traffic Switch (PTS) sits inline, inspecting all subscriber
traffic in real-time using deep packet inspection (DPI) traffic classification technology. To enable floating in-browser
overlays, the PTS redirects selected HTTP GET requests for JavaScript files to the Notifications Manager, within the
OutReach Experience Manager.
Content Injection: To complete the floating overlay solution, the Notifications Manager returns the requested
JavaScript file to the subscribers browser, but with added JavaScript that instructs the browser to render a
specifically configured floating content window.
Omni-channel Engagement: Both the SDE and the OutReach Experience Manager use APIs to communicate with
other systems, including with your SMSC to enable out-of-band notifications via email, SMS, USSD, and WAP.
Additionally, OutReach enables engagement through branded portals, marketplaces, SmartService App, and hybrid
apps, and via browser push notifications.
Content Management and Hosting: The OutReach Experience Manager provides hosting and management of your
subscriber engagement content from simple notifications to rich self-management portals. Integration to your B/
OSS components and third-party systems (e.g., advertising, catalogs, content, etc.) enables personalization and
advanced use cases.
Subscriber Awareness: The entire Sandvine deployment is subscriber aware. The Service Delivery Engine (SDE)
builds and maintains a real-time association of dynamic IP addresses to the associated subscriber identity, so every
single packet, flow, and session is linked to the correct subscriber. This information is shared throughout the system
(and can be shared with validated third-parties via a carrier API), and enables personalized subscriber engagement.

Headquarters
Sandvine Incorporated ULC
Waterloo, Ontario Canada
Phone: +1 519 880 2600
Email: sales@sandvine.com
www.sandvine.com

European Offices
Sandvine Limited
Swindon, UK
Phone: +44 (0) 1793 512946
Email: sales@sandvine.co.uk

Copyright 2016 Sandvine

Incorporated ULC. Sandvine and
the Sandvine logo are registered
trademarks of Sandvine Incorporated
ULC. All rights reserved.
Revision: 2016-08-03