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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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