The hard parts of WebRTC and the benefits to using WebRTC for customer Service - talk given at the Future of Web Apps London 2014
GIVING BETTERCUSTOMER SUPPORTUSING WEBRTCDan Jenkins@dan_jenkins
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Who am I?
DAN JENKINSPrimarily a Node.js DeveloperLove LegoFounder of Nimble Ape@dan_jenkinswww.nimbleape.com
WebRTC and ME
WebRTC AND MEWas a web developerWas part of a transition to VoIP Years AgoVoip is DifficultFor the Past Year, working on a new WebRTC Service
The next 40 minutes…
What IS WebRTC?
What WEBRTC Isn’t
BackING
WebRTC inCustomer ServiceToday
Using WebRtc ForIntelligentCustomer ServiceCleverAstoundingKnowledgeableIntelligentAwesomeCapableComprehensiveResourcefulIngeniousSmartAlertBright
Using WebRTC togive bettercustomer service
Who’s inthe room?
What is WebRTC?
DISRUPT!
Web Real-TimeCommunication
It’s a technologY
WebRTC is LIKE a story
Peer to PeerLook mom, no servers
Mandatory Encryption
browsers
Devices Too!
Over 6.2 Billion By 2018
Plugin freE… mostly.
it’s complicatedPeerConnection API ✔ ✔ ✔ ✔ ✗ ✗ ✔ORTC API ✗ ✗ ✗ ✗ ✗ ✗getUserMedia ✔ ✔ ✔ ✔ ✗ ✔simulcast ✔ ✗ ✗ ✗ ✗ ✗mediaConstraints ✗ ✗ ✗TURN support ✔ ✔ ✔ ✔ ✗ ✗ ✔MediaStream API ✔ ✔ ✗ ✗ ✔WebAudio Integration ✔ ✔ ✔ ✔ ✗ ✗ ✔dataChannels ✔ ✔ ✔ ✔ ✗ ✗ ✔Screen Sharing ✗ ✗ ✗ ✗Stream re-broadcasting ✗ ✗ ✗ ✗ ✗Multiple Streams ✔ ✔ ✗ ✗ ✗ ✗ ✔Solid Interop ✗ ✗Echo cancellation ✔ ✔ ✗ ✗
ORTC|WebRTC 1.1
Media Channels
Data Channels
ComplexitiesTurn
v=0o=- 5691129608425811453 2 IN IP4 127.0.0.1s=-t=0 0a=group:BUNDLE audio videoa=msid-semantic: WMS JDwNJMrmZNj84gYNg424N5P6GMcWpoEbWPfHm=audio 1 RTP/SAVPF 111 103 104 0 8 106 105 13 126c=IN IP4 0.0.0.0a=rtcp:1 IN IP4 0.0.0.0a=ice-ufrag:pPY+v+oGYv+DIP6ga=ice-pwd:90JfdXYZMUTgh8rb+3kkwWlea=ice-options:google-icea=fingerprint:sha-256 CC:19:F4:33:DE:02:DB:46:AC:4F:CE:9F:44:E4:57:77:D9:83:99:09:C5:AC:EA:CA:3C:6E:E5:46:34:82:60:5Aa=setup:actpassa=mid:audioa=extmap:1 urn:ietf:params:rtp-hdrext:ssrc-audio-levela=extmap:3 http://www.webrtc.org/experiments/rtp-hdrext/abs-send-timea=sendrecva=rtcp-muxa=rtpmap:111 opus/48000/2a=fmtp:111 minptime=10a=rtpmap:103 ISAC/16000a=rtpmap:104 ISAC/32000a=rtpmap:0 PCMU/8000a=rtpmap:8 PCMA/8000ICE|STUN|TURN|Trickle ICE|SDP munging
ICE
STUN
TURN
Audio|Video|Data|Screenshare
HD
Uses Web ToolingDesigned For the Web
WhatWebRTC Isn’t
Replacement fortelephony
Signalling!
DISCOVERABILITYC DBA
Authentication
Mobile!
However… SDKs
It’s like Building Lego!
Huge Backing
Google
Mozilla
Amazon
Tokbox
Acision
&yet
Twilio
Respoke
+∞
WebRTC in customerservice today
Amazon MayDay
75% of Queries FROMFire HDX USERS comefrom MayDAY
ZendesK
Google helpouts
IntelligentCustomer Service
webRTC CustomerService Summit!Vegas
Increased revenues
Lower cost
cost centre
Better interactionCost Lessfaster interactions
better context
Shave a second offevery Call!How Much savedper year?
Video enablE yourContact Centre
Customer PrivacyOne Way Video/Audio
revenue generator?OrJust Reduce Cost?
Less High CostComponent Infrastructure
better customerrelationship
Remote Working
Metrics!
better customerservice WITHWebRTC
Speech to text
Instant Session Recording
support Directfrom the browser
New Devices,New Possibilities
User Tracing!No ExpensiveInfrastructure
IVR Hell
Upgrade the Call Media asthe situation needs
Near Instant &Simple ScreensharingMaybe…
TIGHT IntegrationInto Your CRM
You all know it’s aboutdifferentiation!
Happy customersSPEND more!
But None ofthis is NEw
The Peer to Peer &No Plugins bit Is!
What Does Peer toPeer mean to you?
LESS InfrastructureLess ComplexityCheaper solutions
EXAMPLESYou Say?!
SCRAP Your Phone System
OK, That’s alittle extreme…!But Do-able RIGHT NOW
Enabling in-app calling toconcierge|hotel|host
Enabling in-room callingto concierge via IN-ROOM TV
Remove SecurityBarriers
Thanks!Questions?@dan_jenkins
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