September 11, 2013

Tobias Goebel, Dir. Mobile Strategy

REAL-TIME COMMUNICATIONS WITH WEBRTC

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What is WebRTC?

What is it? WebRTC

• RTC = Real Time Communications• WebRTC allows users to have phone calls

and video conferences over the Web

• Wait – don’t Skype, Viber, Google Hangouts, Facebook already do that?

So what’s new?WebRTC

• WebRTC is a standard, bringing peer-to-peer real-time audio, video, and data communication to the browser, without requiring a plug-in

• “WebRTC”• JavaScript API• Enabling the Web

developer

• “RTCWeb”• Protocols, security, QoS, …• Enabling the browser itself

Use Cases

• Unified Communications• Chat• Audio, video conferencing• File sharing

• Gaming • (try www.cubeslam.com)

• Online Learning• Recruitment• Customer service

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Current Adoption

• Google Chrome

• Mozilla Firefox

• Opera

• Microsoft IE

• Apple Safari

Desktop Mobile

• Google Chrome • on Android only

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Vendor Classification

1) Media Engine and Gateway vendors• Gateways, engines for transcoding, trans-rating, trans-sizing of audio/video codecs

2) API and SDK vendors• APIs and SDKs to help developers build WebRTC solutions

3) Full Stack Platform vendors• PaaS or software/hardware providers offering full stack of technology needed for running WebRTC solutions

• STUN/TURN, media engines, gateways, presence, …

4) Solution Providers• Primarily cloud vendors providing specific solutions or applications (horizontal and vertical) around WebRTC

• Use cases primarily around contact center/customer service, and video conferencing

5) Professional Services companies• Application Development, System Integration

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What can WebRTC do for customer service?

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Put people in touch

• Connect the buyer with the seller• Something eBay tried with Skype in 2005• Lack of adoption and integration with

browser

• Connect the customer with the contact center

• Connect the patient with a doctor/nurse

• …

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New Paradigm of Communication

• Audio (and/or) video connection can be established without changing the medium

• Customer can start talking to a support person while browsing FAQ sites

• Prospect can start talking to sales agent while surfing through a promotional website

• Customer can start talking to a contact center agent while being logged in to customer portal

• Context is known• Conversations will be impromptu, less formal• Communication can be “incognito”

• No phone number or other personal information needs to be exposed

• User needs to grant browser permission to use microphone and camera

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Example

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LIVE DEMO

One of the biggest challenges in customer communication today

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Preserve context

• Today:• After browsing the Web, you pick up the phone• After talking to the IVR, you talk to an agent• Context is NOT preserved along the way• Agent can NOT “see what you see”

• Future:• While browsing the Web, you click a button to talk• The button submits your navigation history to

agent• Agent can see what you did, where you currently

are, and co-browse

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What about Mobility?

• The trend is clear: Mobile is the future• "Smartphones accounted for 51.8% of

mobile phone sales in Q2 of 2013, resulting in smartphone sales surpassing feature phone sales for the first time”GARTNER

• WebRTC is NOT a mobile-first initiative• Real-time communication can be enabled

on mobile devices via native implementation

Maintain Context

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The Challenge Remains

• After navigating mobile app, you might need help

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LIVE DEMO

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What will Voxeo offer?

Q1 2014: Early Access to Hosted RTC PlatformPlans for WebRTC

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Preliminary Architecture

WebRTC and the Future

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SUMMARY

• WebRTC will communication-enable Web browsing

• Allows browser-to-browser audio and video conferencing

• Adoption is coming as browsers evolve

• As companies are trying to differentiate through customer service, WebRTC should be one pillar of many

THANK YOU

Tobias Goebel@tpgoebel