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Is Your Business ready for WebRTC?
19th November 2013
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Lawrence Byrd @LawrenceByrd at Twitter, LinkedIn, Gmail, G+
@LawrenceByrd
Speakers
19th November 2013
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@LawrenceByrd
Alin Jayant
Co-founder, Chief Strategy Officer
OpenClove
@openclove
@brucemarler Bruce Marler
Director, Sales Engineering
CaféX
Ready for What?
19th November 2013
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Session Management, SIP
SBC WSC
Customers
Mobile Workers Partners
Video Conferencing
Web Apps
Business Apps
IP-PBX, IVR, CC, UC
@LawrenceByrd
Business
Objectives?
Organization
Alignment?
Customer
Experiences?
Use
Cases?
IS YOUR BUSINESS READY FOR WEBRTC?
Bruce Marler Director, Sales Engineering
CaféX
19th November 2013
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Real-time customer engagement WebRTC allows seamless connectivity to the enterprise from within Mobile
& Web apps – no customer left behind
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The Holy Grail
• Looking to enhance the customer experience by offering omni-channel access to expertise and meet customer needs at the point of buying intent.
Head of Customer Experience
Head of Mobile/Online/
Branch
Line of Business Heads
CEO/CFO
Contact Center
• Looking to create a customer-centric omni-channel user experience and embed interactive capabilities so customers can do business seamlessly.
• Looking to drive revenue growth and enter new markets at a lower cost without spending significant capital on human and physical resources
• Mandate to grow revenues, create customer stickiness, and create
new business models to business pressures.
• Extend investments in contact center routing, scripting, and business
processes to the fastest growing channels – web and mobile 7
Cross Business Needs
Business Challenges to Consider
• You have to get off the island
• Wholesale change of devices not feasible
• Web developers, contact center, and marketing teams will have to interact
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Omnichannel Experience
Contact Center
Web
Mobile
PBX
Increase Profit & Revenue
Line of Business
No Tech for Tech Sake
Faster Time-To-Market
Operationally Efficient
Easy to Test Markets
Cut Costs
Agent Efficiency
No Rip & Replace
Line of Business Drives- Web, Network, and Contact Center Teams Interact Like Never Before
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Real Life in the Enterprise
Skill Sets and Learning
• Video Codecs
• Bandwidth
• Signaling
• Business Process
• Javascript, HTML5, Cloud Infrastructure
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• External Media Access
• Web to SIP
• Session Management
Developers Network Contact Center
• New Desktop Process
• Agent Video Readiness
• Context Passing from Omni-Channel
Customers Expect More Real Customer Use Case – Major Financial
Customer engages
support via app
IVR displayed visually
Complex transaction
but no agent needed
Transition to voice/video WebRTC Call
Capture user context for
smart routing, upsell,
analytics
Agent resolves issue rapidly
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Web Gateway
We
bR
TC S
DK
The Gap This is not Going Anywhere
Web / Mobile Developers PBX / Call Center Engineers
Video and Voice is Magic
Mind the Gap
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Large Scale. Real Returns.
Private Bank Credit Card Leader A U.S Bank
Rich in-app communication between advisor & client
Live assist with smart routing to agent
Visual self-service
Rolling out to
10,000 users 2% improved
FCR expected
1% IVR completion uptick drives
$20M+ savings
IS YOUR BUSINESS READY FOR WEBRTC?
Alin Jayant
Co-founder and Chief Strategy Officer
OpenClove
19th November 2013
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Making Video Pervasive
The Video Vision
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The Future of Learning
GuidanceAdmira on
“Encouragement”OnlineContent“Knowledge”
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Real- me“Conversa ons”
LiveBoard –
Content meets
Communications
Consume and Publish Video
Across any device, and across any network.
Any Browser Any Device Any Network
Emerging Paradigm
Real Time Video & Audio
Communications optimized
for Mobile, Tablets & PC
powered by OVX Cloud
Social
Graph
MobileandWebApps
MobileRTC
Engine
Social Graphs powered by Facebook,
Twitter, LinkedIN, Enterprise Social
Opportunities At The Frontier
What if ... … I could stay at home to do my course-work but go to class online to
do home-work with the teacher and my classmates … I could shop from the comfort of my living room but have the same
experience as walking into a store with my sister and my best friend … I could rewind the the last match I played and talk through all those
strokes with my coach and my hitting partner from the tournament venue
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Point Of Departure
Option Implication
Cloud Deployment VS On-Premise
Economics – Cost of Entry, Scale Up Scale Down IT Policy
Embedded vs Service Only Branding Context of Deployment Screen Real-estate
Value Added Features Multi-party Bandwidth Management Recording Streaming
Fixed vs Mobile Native App on Device vs Browser Fallback/Power Strategy
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Use Case 1: The Flipped Classroom
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Multi-party
• Engaged Learning
• Classroom sizing
Active vs Passive
Simultaneous rooms
• Forums & e-Office Hours
Revisit / Tag / Cross-reference
== recording
• Low Bandwidth Handling
Video/Audio Confiden alInforma on15
People interaction and high touch teaching is a must for in-depth learning
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Video Consult with Friends
Enter Name
Click here for Expert
Mobile & Social
• Clutch Bag Model
• Embedded For Sales
Conversion
• Social Graph Tie-in
Brand Share –
recommendations
• Analytics – Rich source for Big
Data
Use Case 2: Making Shopping Social
Use Case 3: Selection Process
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At A Large Enterprise
• Bandwidth (n x n)
• User hand-holding
• Documentation
• Pilot roll-out
• Scheduling
• Share The Interview
Use Case 4: Content As A Platform
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Video in Video
• Recording Interactions
provides post-event
opportunity
• Leverage existing content
• Real-time capture and review
• Seeing is believing
Live Video Conversations
1 on 1 and/or Group (http://ovx.me/tutor.html)
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Live Video Conversations
1 on 1 and/or Group (http://ovx.me/tutor.html)
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Making It Happen
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My List
• Multi-party
• Embedded object
• Recording
• Broadcasting
• Inter-working
• Mobile leverage
Table Stakes
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Have To Have
• Browser in the Enterprise - Web Gateway Blocks
• Firewall Traversal – ports
• User instruction on usage
• Voice Fallback on bandwidth degrade
Join as video or audio
19th November 2013
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Questions &
Discussion @LawrenceByrd
Speakers
19th November 2013
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@LawrenceByrd
Alin Jayant
Co-founder, Chief Strategy Officer
OpenClove
@openclove
@brucemarler Bruce Marler
Director, Sales Engineering
CaféX
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