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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle Communications WebRTC Session Controller Seize the power of Real Time Communications over the Web
Dream IT July 7th 2016 Gianluca Vegetti Principal Sales Consultant [email protected] +39 3484546535
Oracle Confidential – Internal/Restricted/Highly Restricted
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Program Agenda
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Oracle Communications Enterprise Overview
WebRTC Technology Overview
Oracle WebRTC Session Controller and Case Studies
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Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Program Agenda
1
2
3
Oracle Communications Enterprise Overview
WebRTC Technology Overview
Oracle WebRTC Session Controller and Case Studies
Oracle Confidential – Internal/Restricted/Highly Restricted 4
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. | 5
Oracle Communications: A Global Business Unit
MiddleWare
DataBase
Hardware
Applications
Glo
bal
Bu
sin
ess
Un
its
Tech
no
logi
es
Routes 1 Billion Calls & Text messages
Delivers 8.3 Billion E-Mails
Secures 1500 Networks
EVER
Y D
AY
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Enterprise
Oracle Powering Business Transformation
6
Services
Networks
Employees
Customers
Communications Infrastructure • Multivendor session delivery • Network monitoring, fraud
prevention & security • Compliance recording
Customer Experience • Voice & video enabled web
experiences • Comms-enabled mobile apps • Contact center call recording
Enterprise Collaboration • Open standards messaging,
scheduling, presence and IM • Real time voice and video • UC federation
Digital Business • Billing and revenue management • Service orchestration and activation • IoT communications for people and
devices
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Ven
do
r-N
eutr
al
Serv
ice
Laye
r
The Oracle Communication Infrastructure Enterprise journey
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SIP Trunk
SIP TRUNKING
Enterprise Session Border Controller (ESBC)
Increase ROI by Converting
TDM trunks to SIP
Enterprise Operations Monitor (EOM)
Ensure Quality, Reduce MTTR and Increase IT Customer Satisfaction
REAL-TIME MONITORING
Enterprise Communications Broker (ECB)
Simplify Multi-Vendor UC
Networks and Enable Best-of-Breed Communications
Networks
MULTI-VENDOR UC COMMUNICATION-ENABLED BUSINESS APPLICATIONS
Comms Middleware • Call center resiliency • Click-to-call capabilities • Web services APIs for rapid
deployment • API management secures
the network
WebRTC Session Controller • Rapidly deploy web-based
communication for better UC & call center experiences
Interactive Session Recording (ISR) • Flexible and efficient
SIPREC recording for compliance
• Integrates with E-SBC
Email, Calendaring, IM • Efficient and scalable
collaboration solution Service Provider Enterprise
CUSTOMER EXPERIENCE
COMPLIANCE
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Program Agenda
1
2
3
Oracle Communications Enterprise Overview
WebRTC Technology Overview
Oracle WebRTC Session Controller and Case Studies
Oracle Confidential – Internal/Restricted/Highly Restricted 8
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
• Easy to write audio/video service
• WebRTC extends browsers with audio/video and data sharing capabilities
• Communications become a feature, not the application
No download or plug-in
Your Browser is Ringing!
Communications
Services
Set-Top Box
Telemedicine
Game Console
Many emerging web-enabled devices
Finance
Chat / IM
Audio / Video Data Sharing
RING!!
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WebRTC @ Glance
WebRTC offers real time communication natively from a web browser or mobile app
72% WebRTC capable browser share, including Mobile, Tablet and desktop *
API WebRTC is a “Media Engine” with javascript API
WebRTC is a technology, NOT a solution AND open source projects too
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* Source: W3Counter, May 2016 - http://www.w3counter.com/globalstats.php?year=2016&month=5
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Web Customer Service Use Case
• Offer faster web-based service tools where most interactions with a business begin, on the Web
• 72% of customers prefer web self-service, but only 52% find what they need
• Knowledge management closes the gap by learning and updating the data based on customer feedback
• Deflect more customer issues to self-service • Offer live engagement using web channels at a
lower cost per interaction • Allow live engagement as an escalation path from self-
service, reinforcing self-service for solving future issues • Offer live engagement with the right context when needed
to reduce resolution time
Value Summary
Business Case Web Self Service
Cu
sto
me
r
Knowledge Management
Feedback & Learn
LIVE CHAT
WEB VOICE & VIDEO es
cala
te
Agent
esca
late
SELF SERVICE
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In-App Communication Use Case
• Open new mobile channels of communication with your customers
• Greater level of control than a phone number over when the customer communicates and with whom
• Not just about providing customer support, but new ways to interact with your customers, to sell more, gather data using their mobile, provide better brand experience, etc.
• Fastest and most portable way to add voice/video to customer-facing mobile apps in terms of implementation time and cost across different mobile platforms
• Reducing costs and saving time by more control over when the customer is offered the live interaction and how that interaction is routed
• Industry-specific scenarios leveraging customer’s mobile device
Value Summary
Business Case
Enterprise
Customer App
Mobile device
voice
video
data
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Video Conferencing – Guest Access Use Case
‘Guest’ browser clients (via WebRTC)
Enterprise Video Bridge
Desktop video clients
• Simplify video conferencing for employees to interact with people outside the company
• Remove friction in using video for external collaboration, sales, service, recruiting, etc
• Ability to expand existing video conferencing bridge to more users, use cases
• Better utilization of existing video bridge investments • Save on travel costs by allowing more external video
conference participants • Derive efficiency through remote collaboration and
engagement
Value Summary
Business Case
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Smart Working
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Desktop video clients
Web
Existing Voice And Video network
Any WebRTC client
Existing phones
Use Case
• Leverage internet connectivity for providing access to existing voice and video network
• Enables Bring Your Own Device approach (any browser, any smartphone or tablet)
• Connect from any where with any device
• New capability for existing service, no price increase • Reduced workload on support organization. No thick client
to maintain on end user device • Reduced roaming costs. High quality voice calls can be set
up over any internet connection, e.g. public hotspots, hotel rooms, …
Value Summary
Business Case
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Program Agenda
1
2
3
Oracle Communications Enterprise Overview
WebRTC Technology Overview
Oracle WebRTC Session Controller and Case Studies
Oracle Confidential – Internal/Restricted/Highly Restricted 15
Copyright © 2016 Oracle and/or its affiliates. All rights reserved. |
Adopting WebRTC
Technology and Standards Maturity Infrastructure and Service Delivery
Interworking with traditional Comms Authentication and Identity Management
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Why Oracle Communications WebRTC Session Controller
• Simplify web app development
• Integrates with existing VoIP network
• Enables RTC in browsers and mobile apps
• Enterprise-grade authentication and encryption
• Overcomes Web service interruptions
• Enables device handoffs
• Customizable application logic
Contact Center
WWW
WebRTC Communications
PSTN SIP Trunks
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Commercial WebRTC Services Case Study
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Opening Bank Accounts
Company • Spanish Bank
Customer Use Case • Opening Bank accounts using the mobile
phone, without physically interacting with an agent/manager
• Everything done with a mobile app
Case Study
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Insurance Claims Adjustment
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Summary • Property and casualty insurer continuing
to improve claims-management model by introducing a new tool for remote motor claim processing.
• More efficient claims handling process
Case Study
Company • French Insurance Company
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Video Relay Service (VRS)
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Summary • Video relay service that enables users
to place and receive calls through a professional American Sign Language (ASL) interpreter via a videophone and a high-speed internet connection.
• Business Model: Paid by government for number of interpreter session provided.
• Use of WebRTC:
– Enabling Audio, Video calls through Sorenson’s iOS and Android touch clients
– Connected to the Sorenson’s contact center at the backend
Case Study
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Employment Services
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Company • French Government agency mainly
providing employment services
Customer Use Case • Video calls between companies and job
seekers, involving: – 3 parties (moderator, job seeker, and company
worker).
– Audio and video calls
– Content sharing (CV, questionnaires, etc.).
• Web based training with 5 or more participants.
Case Study
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Web-Phone Case Study
• Allows remote access to telephony features anywhere in the world
• Easy alternative when phone is lost/dead • Avoid roaming or multi-SIM use
• Differentiating feature • Increases usage of CSP’s network • Potential new revenue
Value Summary
Business Case
Company • UPCNet is a spanish IT company that wanted to
replace their Java Client with WebRTC
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“Contactez-Nous”
Company • Prosodie provides a cloud-based
customer interaction management solution.
Customer Use Case
• WSC is used for distribution of WebRTC enabled contact center agent interactions over voice on web and mobile channels
https://www.oracle.com/corporate/pressrelease/prosodie-capgemini-deploys-oracle-webrtc-session-controller-093015.html
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Custom built applications
Pre-built applications
TIME TO MARKET
FLEX
IBIL
ITY
WebRTC apps: “buy vs build” dilemma
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Partner provided pre built apps
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Safe Harbor Statement
The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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