experiences at the bleeding edge of telecom app development - david alfaro, agilityfeat
TRANSCRIPT
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Experiences at the bleeding edge of Telecom
App DevelopmentDavid Alfaro
[email protected] Co-Founder & Witch Doctor
WebRTC.ventures
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• We build Telecom Applications
• We build medical and education communications applications
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Martin Geddes: Read his work!!
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Contextual Communications• It is a critical trend in
• telecoms
• web and mobile applications
• devices
• IoT
• enterprise productivity
• It will continue to be relevant the next 5 years and beyond.
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Contextual Communications
• Before: Data Transport was the focus of value
• Now: Contextual Data about my purpose or intent in order to get my job done
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Contextual Information: Virtual Context
• What you or your device are doing electronically
• Web-page you're on
• The fields of a form you're filling in
• The music you're listening to
• The point you're at in an enterprise workflow or a game
• This is software-originated context
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Contextual Information: Analytic Context
• Additional insight can be factored into the application:
• past behaviors and preferences
• web cookies
• records from a CRM system
• stored data from your past virtual and physical contexts
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Contextual Information: Big Data Context
• Inferred context by sentiment analysis:
• Mood
• Happiness
• 3rd-party context provided via mashups and APIs
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Contextual Information: Physical Context
• This is information from sensors
• device microphones and cameras
• location, movement, temperature, power/battery, heart-rate, biometric sensors
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Contextual Information: Physical Context
• With processing, this can yield information:
• local acoustics (and hence whether you're in a street, room etc)
• the position of other people around you
• your identity via fingerprint or voiceprint
• work out if you're walking/driving or showing signs of stress.
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How does this relate to CPaaS?
• Allows communications to be contextually-integrated into websites and apps
• Makes easier the blending of communications events with the outputs from other OS or device APIs
• sensors
• or just to the application "state" at that time
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Context, not calls
• WebRTC enables unbounded experimentation
• WebRTC enables new patterns of behavior that were not possible on a traditional phone call
• We are enabling call centers to combine which page a user is on, coupled with the device it is being viewed from, to determine the best way for the agent to interact.
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Redefining voice and messaging UX
• New heuristics to determine how important a call is
• Exploiting device sensors
• Using call center technologies like sentiment analysis
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Opportunities!• Service Providers: boost revenue and build
relationships with enterprises who want to expand beyond traditional telephony applications
• Companies: build custom applications and business processes at a low cost
• Technology companies: differentiate their offerings from other competitors