How Brightcove uses Touchstream to monitor millions of views weekly
& achieve industry-leading uptime
Brightcove is an online video communications platform. As a B2B business, it provides video technology and manages live streaming and on-demand video on behalf of their customers, supplying the end-to-end workflow needed to stream content across the world.
While the Brightcove team had proprietary tools to monitor each element of their workflow, they required independent CDN verification and a way to see the overall health of their streams with the ability to drill into detail to solve problems.
Key Results
+100
live streams monitored by 11 NOC engineers
< 24h
time to add custom PoP locations
0%
churn*
Having the right tools in place–like Touchstream–allows us to be proactive, helps us reduce resolution time, and build the right level of confidence with our customers.
Francisco Lancaster, Technical Support (Live NOC) at Brightcove
About Brightcove
- Brightcove’s video technology and its ability to deliver a seamless viewer experience across the world demands the trust of global brands
- Brightcove has over 3K customers and manages over 3.75B streams per month in more than 80 countries
How Brightcove's NOC team uses Touchstream to troubleshoot stream issues faster
Francisco Lancaster, Technical Support (Live NOC) at Brightcove
Challenges
CDN Verification
Brightcove required full control over each workflow element’s performance, and did not have the tools required for independent CDN verification, which would help them maintain high standards of platform delivery.
Error Prevention
Maintaining excellent live streaming delivery and QoS at all times and flawless launches are challenging for OTT providers due to the potential for unexpected errors, which can be costly when impacting customers. Brightcove needed to identify errors before events to reduce the risk of potential downtime.
Wasted Engineering Time
Brightcove’s NOC team has access to an incredible amount of data through the different tools of their workflow. Diagnosing workflow errors in order to fix them requires hours from engineers, often without a clear result.
Accountability
Poor accountability delays resolution: when different tools are involved in the streaming workflow, it is difficult to identify the failure and real cause of the issue, making it difficult to conduct a root cause analysis of the incident, and therefore difficult to demonstrate to customers where issues truly lie.
With live streaming, there are so many moving parts, and some of the technology is outside of our hands. It can become a difficult conversation with a customer. One thing I really like about the data that we get from Touchstream is that it allows us to give evidence to our customers on where the issues may be.
Francisco Lancaster, Technical Support (Live NOC) at Brightcove
Touchstream Solution
Before turning to Touchstream, Brightcove considered other tools, but the alternative solutions were not fully cloud-based.
Brightcove needed a fully cloud-based solution to allow their operations team to configure the monitoring in a short amount of time before an important live event and have complete visibility of their complex video delivery chain workflows.
Brightcove sees Touchsteam’s VirtualNOC as a solution to their challenges and key to troubleshooting performance issues. Whenever Brightcove’s live stream customers have an incident, Touchstream immediately notifies them via their preferred channels like slack and email, empowering Brightcove to swiftly inform their customers about the problem.
What Brightcove achieved
Enhanced CDN Performance
Touchstream provides the independent CDN monitoring and data unification across their workflow that is needed to ensure an excellent QoS for their customers.
Transparency and Responsibility
Information obtained from Touchstream allows Brightcove to identify incident sources, proactively inform their customers, and assist in providing a solution, thus providing transparency for customers.
Resolution in Minutes
Touchsteam's unique data-sharing relationships with the world's largest CDNs means errors with a CDN origin are solved in a matter of minutes.
Team Efficiency
Small team, big responsibility: with only 11 people, Brightcove monitors hundreds of streams thanks to Touchstream’s ability to focus their attention on the details that impact QoS. Identifying the root cause of CDN errors in a short amount is possible with VirtualNOC, thus reducing the mean-time-to-diagnose (MTTD) and mean-time-to-repair (MTTR).
Key Results
0% churn
Brightcove’s customers monitored with Touchstream’s solution stay loyal
Customers around the world
< 24h to add custom PoP locations: Touchstream’s responsiveness allowed adding PoPs for Brightcove's clients in South Korea and Japan overnight
+100 streams monitored by 11 NOC engineers
Thanks to VirtualNOC, Brightcove runs their NOC team lean, despite growing from 20 to over 100 streams
All the customers that we are monitoring through Touchstream are still our customers. None of them have churned.
Francisco Lancaster, Technical Support (Live NOC) at Brightcove
Do more for less with your NOC team, stress free
Explore how your team and your workflow can do more for you with Touchstream.