EngageOne® Video:Technology overview

Customer EngagementSynchronized Communications Execution

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OverviewEngageOne® Video offers a comprehensive set of capabilities for the creation, delivery and management of high-impact, real-time, Interactive Personalized Video services. EngageOne® Video helps our clients:

• Increase sales.• Improve customer satisfaction.• Reduce operating costs.• Drive online adoption. The platform uniquely leverages up-to-the-second data along with real-time interactions and selections to present a customized video journey for each individual visitor.

Our industry-leading technology has been used to deliver tens of millions of Interactive Personalized Videos for leading organizations in multiple industry sectors and geographies.

EngageOne Video features:• Videos created on-demand in real-time

– Real-time customer data and service status – View historic and ad hoc statements, proactive usage alerts, etc…

• Reduced video generation and storage costs• Cross device support including desktop, laptop, mobile,

iPad, tablet, TV• Interactive drill-down into information • Respond to calls-to-action during video• Dynamic storyline structures based on business rules

and viewer behavior• Real-time performance metrics

Creation. Delivery. Management.Personalized video projects are created using EngageOne® Video Director, our cloud-based tool. Completed projects can be deployed to delivery servers on the EngageOne® Video Cloud or hosted on client’s own server infrastructure. The delivery component of the EngageOne Video solution features a highly-scalable and resilient architecture allowing high-volume, personalized video delivery in real-time.

The management portal provides access to real-time performance analytics, plus administration tools to access and manage profile data and manage system users. Batch and real-time APIs allow data to be accessed from (and returned to) a wide range of back-end systems.

The EngageOne Video solution can be provided as a licensed software solution or as a fully managed subscription service. The licensed software offering is ideally suited to clients wishing to operate on their own infrastructure. If required, Pitney Bowes can host the licensed software on our servers on our client’s behalf.

The EngageOne Video platform functional architecture is as follows:

Viewer

Batch Data

Direct Data Feed

Client web site with embedded video player

Client systems:• CRM

• Billing• Marketing

• Other

Real-time feedback on performance and successof the video

Pitney Bowes ClientCreation

EngageOne® Video Director

Storyflow sequence

Interaction cards for user choices

Conditional logic (if this… then do this…)

Dynamic data (overlays)

Media Library

Data dictionary

Project configuration

Reporting Dashboard

• Statistics• Views

• Session analysis

Management Portal

Administration Tools

• User administration • Project configuration

• PURL data upload• PURL generator

Management

Delivery

Script and storyboard

Video and audio clips

User profile storage and lookup

User interaction processing

Video assembly and delivery

Personalized video player (optional landing page)

Call to action triggers (email, API)

Creation

EngageOne®

Video Director

Delivery System

EngageOne®

Video Cloud

ManagementPortal

DeliveryServers

Batch /Real-time API

EngageOne® Video Cloud /Client server infrastructure

EngageOne Video platform

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CreationMany clients choose to have our team of personalized video experts create their project as part of a turnkey solution. Others prefer to create their own video material, often working with their preferred creative agency or production partner along with guidance and support from our team. In this case, our service creation team will build the project using the video material supplied by the client.

In some cases, a client or media producer may choose to produce the entire project using EngageOne® Video Director, our browser-based, personalized video creation tool.

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EngageOne Video Director features:Story flow editing• Define the sequence of scenes and group into chapters,

scenes, sub-scenes and clips.• Set the conditional logic used to trigger which scenes are

displayed for specific user profiles. Interaction editor• Define interaction points and data capture requirements.• Insert rich multimedia interaction interface.• Display interaction options while the video is playing

(not available on iPhones).• Set branching and story flow based on viewer interactions. Media import and assignment• Import video and audio clips from any media

editing platform.• Drag and drop assignment of media to scenes. Data source integration• Automatically generate project data dictionaries using

a sample data file.• Map data sources to project control fields and dynamic

data content.• Present text, image and graphical data in real-time from

data feeds.

Rich real-time data presentation• Take advantage of multilingual and extended character set

support (including Arabic and Kanji).• Set timing, position and font for real-time video data fields.• You have the option of including dynamic images and

graphs in the video.

User roles and permissions• Set different roles for editors, reviewers and approvers.• Manage user authorization within an enterprise account.

Accessibility features• Support for closed captions / subtitles• Web Content Accessibility Group 2.0 feature compliance

Real-time preview• Test videos in real-time with live data. Project management• Manage multiple projects and project versions.• Deploy projects to pre-production and production servers

with one click.

EngageOne Video Director also includes a library of functions and interface options that users can use to connect to back-office systems, or perform specific tasks such as sending email alerts. For more complex applications, the installation of custom extensions is an option.

Video production support For clients wishing to create their own videos, our creative directors and digital designers are on-hand to help throughout the production cycle. This includes advice on planning, production, implementation, testing and optimization of projects. We also provide a comprehensive video production guide with guidelines covering everything from creative planning and scriptwriting, through video and audio recording tips and on to post-production editing.

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Delivery

The delivery component of the solution offers highly-scalable infrastructure to deliver personalized videos in real-time. Using the project settings and media created in EngageOne® Video Director, combined with customer and marketing data, user selections, and automatic data (such as device information, time of day, etc.), the platform creates each unique Interactive Personalized Video in real-time. Performance metrics and user actions are captured in real-time and can be used to trigger back-office processes such as orders, contact requests or billing events.

Videos are accessed using a personalized URL (PURL) which associates a video URL with the personalized data for the viewer. Our flexible batch and real-time APIs facilitate integration with clients’ existing business systems including ERP, CRM and billing platforms. In addition, our solution can also take advantage of third-party data providers if required. Personalized data for each viewer can be transferred to the EngageOne® Video platform in a number of ways:

• Manual batch data file (CSV or XLS format) uploaded through the management portal

• Automatic batch data file (CSV or XLS format) using SFTP• Automated real-time record lookup, pulling data from

client systems based on visitor credentials over a SOAP or RESTful web services API

• Automated real-time ingest of individual records pushed to the platform from client systems over a POST API

• Optional data protection and encryption options including SSL data encryption for real-time data transfer, OpenPGP encryption for batch file transfer, encryption-based security hash for player authentication- and AES-256 field level database encryption.

Customer DataMarketing Data

User selections EngageOne® Videoplatform

Reports and ActionsAutomatic Data (device,network, display, etc.)

Figure 1: Interactive Personalized Video

If no PURL is supplied, then an organic video experience can be offered where personalization is limited to information supplied by the visitor or collected automatically (such as time of day).

Personalized videos can be embedded in an existing website or a dedicated video landing page. We supply the necessary code snippet to embed the video player- and we can design and build the landing page if required. In addition, trigger points within the video can be used to initiate sending of outbound alert emails. For example, to notify a salesperson of an order or to allow viewers to share a personalized version of the video with friends.

Supported browsers / operating systems The video player is compatible with the following browsers and operating systems:

• All browsers compatible with HTML5 video (Internet Explorer 9.0+, Firefox, Chrome, Edge, Safari)

• All legacy Flash-enabled desktop browsers (Internet Explorer 7.0+, Firefox, Chrome)

• All versions of Windows, OS X, iOS, Linux and ChromeOS meeting the above browser requirements

• Android 4 and above • Android 2.X and above with Flash • Windows Phone 8.0+

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Deployment architecture The deployment solution architecture is designed to scale both horizontally and vertically to support any envisaged load and provide high availability. Our fully managed service offering runs on our secure global infrastructure known as the EngageOne® Video Cloud. Alternatively, clients may choose to host the delivery component on their own premises or on a private cloud.

EngageOne® Video Cloud deploymentThe EngageOne Video cloud computing platform comprises servers, EngageOne® Video Director, databases and management tools in a resilient and secure globally-distributed configuration.

We take care of the infrastructure management including capacity planning and service scaling. Each individual client’s data is stored in separate secure database instances on the cloud and can be securely connected to back-end client systems. Different server clusters (environments) are used for development, pre-production (test) and production (live) services. The delivery environment is a Linux-Apache platform running in a high-availability configuration.

Client-hosted deploymentWith a client-hosted deployment, clients purchase a software license and we provide support to help get the solution up and running quickly. Clients are responsible for the provision and ongoing management of the servers and other infrastructure and for the administration of the underlying database.

Clients wishing to host the project on their own infrastructure need to install the EngageOne® Video runtime environment and associated dependencies (i.e. the underlying Linux, Apache, MySQL and PHP server

build and associated open-source software libraries) on their servers. Servers should be running CentOS 6.5 or later with a minimum of 16GB RAM. A potential solution architecture is shown below:

Non-iPhone (including iPad) capacity ~ 150 simultaneous video views

iPhone capacity ~ 16 simultaneous video views

For reference, 150 simultaneous views for a typical two minute video duration equates to 750,000 video views per month based on typical traffic profiles.

The EngageOne Video runtime has been successfully deployed on virtualized server environments. We recommend testing performance on the target infrastructure using our performance validation for capacity planning purposes. Due to the variability between client environments, the above figures are indicative and not guaranteed.

Client-hosted deployment features

• Pitney Bowes supply runtime software and installer package including infrastructure readiness and performance validator

• Pitney Bowes supply comprehensive operations guide• EngageOne Video runtime license allows unlimited

number of live and test servers• Client is responsible for infrastructure provision and

management (including database) • Mandatory license maintenance package includes

software updates and 24/7 software support• Optional user accounts for cloud-hosted EngageOne Video

Director (if client wishes to develop projects themselves)

DNS

Fire

wal

l

Load

bal

ance

r

Fire

wal

l

Director,Administrator tools

EngageOne® Video CloudBatch

data feed

Real timedata feed(REST API)

Videoproject

database(s)

EngageOne® Video runtime

Servers

Region 2

DNSRegion 2 Availability zone

Availability zone

Video projectdatabase(s)

HighlyAvailable

Fire

wal

l

Fire

wal

l

EngageOne® Video Director, Dashboard and Administrator tools

Management portal

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Management The management portal allows clients to access performance analytics for deployed projects, upload PURL data, manage project configuration and manage user access privileges.

The browser-based reporting dashboard (shown below) displays historic and live user data which can be exported into offline systems for further analysis if required. This includes high-level summary statistics of video views and a chart summarizing how far viewers got through the video.

The effectiveness of individual media versions, even individual clips within content, is reported in table and graph format to allow easy identification of those creative elements which work best. Using this information, profile and adaptation mappings can be updated in real-time to enhance campaign and production performance.

Detailed information about each viewer is also available including access time, progress through video and details of interaction responses.

Management portal features include:Reporting dashboard• Access results online in real-time using our secure

online management portal.• Drill-down into detailed visitor information.• Track service performance against key metrics – Sales

orders, bill payment, etc.• Secure authenticated user access.

Integrated analytics• Real-time data integration with leading platforms including

Google Analytics, Adobe Analytics and Hubspot

Reporting data export• Extract data into your offline processing systems in

CSV format.

Project deployment• Deploy projects to test, pre-production and

production servers.

View of the main dashboard

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Dashboard displaying session information

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Administration toolsThe tools used to publish projects to the different environments (e.g. pre-production or production) and to manage users and system settings.

DashboardAccessed through the management portal and used to access performance analytics and manage deployed project configuration. The dashboard can also be used to manually upload PURL data records or bulk PURL files.

Delivery environmentA configuration of the EngageOne® Video runtime environment that is shared across multiple servers and projects.

EngageOne® Video Cloud

The Pitney Bowes- cloud computing platform used to create and deliver projects. The platform comprises servers, EngageOne® Video Director, databases and management tools in a resilient and secure globally-distributed configuration. Each individual client’s data is stored in separate secure database instances.

DependenciesThe underlying Linux, Apache, MySQL and PHP server build and associated open-source software libraries.

EngageOne® Video DirectorThe cloud-based tool used to create and edit projects. EngageOne Video Director runs on the EngageOne Video Cloud and is accessed through the management portal.

ProjectThe video sequence, logic, interactions and video media that form a personalized video service. A project may require one or more extensions to be installed. Projects are created in EngageOne Video Director.

Runtime environmentThe proprietary EngageOne Video software and libraries that are installed on servers running the dependencies to create the platform on which projects run.

ServersThe servers on which the dependencies, runtime environment and one or more projects are installed. Different server clusters are used for development, pre-production (test) and production (live) services.

ExtensionCustom code written for a project to provide additional or non-standard features- such as a connector to a non-standard billing system.

Management portalThe front-end interface through which EngageOne Video Director, the service dashboard and the administration tools are accessed.

PURL (data)

Videos are accessed using a personalized Uniform Resource Locator (PURL) which associates a video URL with the personalized data for the viewer. To be able to view a personalized video there must be a corresponding entry in the PURL table of the project database. If no PURL is supplied, an organic video experience can be offered where personalization is limited to information supplied by the visitor or collected automatically (e.g. time of day).

Glossary

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