04/11/2023

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IS YOUR BUSINESS READY FOR WEBRTC?

Bruce MarlerDirector of Sales Engineering

CafeX Communications

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Real-time customer engagementWebRTC allows seamless connectivity to the enterprise from within Mobile

& Web apps – no customer left behind

The Holy Grail

Cross Business Needs for WebRTC

• 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

04/11/2023

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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

Real Life in the Enterprise

Omnichannel ExperienceContact CenterWebMobilePBX

Increase Profit & RevenueLine of BusinessNo Tech for Tech Sake

Faster Time-To-MarketOperationally EfficientEasy to Test Markets

Cut CostsAgent EfficiencyNo Rip & Replace

Line of Business Drives-Web, Network, and Contact Center Teams Interact Like Never Before

04/11/2023

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Skill Sets and Learning

• Video Codecs• Bandwidth• Signaling• Business Process• Javascript, HTML5,

Cloud Infrastructure

• 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 MoreReal 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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Mind the Gap

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Web Gateway

Web

RTC

SDK

The Gap This is not Going Anywhere

Web / Mobile Developers PBX / Call Center Engineers

Video and Voice is Magic

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