webrtc: it's not about the minutes

WebRTC:It’s NOT Aboutthe Minutes

Wednesday, October 16, 13

CAN YOU SPEAK MAGIC?

2Wednesday, October 16, 13


2

Ben Klang



3

Making a buckCharging by the Minute is Hard



3

Making a buckCharging by the Minute is Hard

...and Getting Harder



THE PROBLEMS



THE PROBLEMS

Price Minimization



THE PROBLEMS

Price MinimizationService Homogenization



THE PROBLEMS

Price MinimizationService HomogenizationSexiness Boringization



5

PRICE MINIMIZATION



1995 PRICE-PER-MINUTE




8




8

0*



TODAY’S PRICE-PER-MINUTE



SERVICE HOMOGENIZATION



WHO’S WHO OF DEAD VOIP




•78 Companies Checked




•78 Companies Checked•21 Websites Down/Gone




•78 Companies Checked•21 Websites Down/Gone•How many more silently failed?



SEXINESS BORINGIZATION



SERVICE COMMODITIZATION

16

http://mspmentor.net/acquisitions/hosted-voip-acquisition-warwick-valley-telephone-buys-alteva





SERVICE COMMODITIZATION

17http://www.zacks.com/stock/news/97333/jcom-on-acquisition-spree

“Last year, the company made six acquisitions related to cloud-based services.”

“The company executed three more buyouts early this year. The aggressive buyout strategy of the company will consolidate its global leading position in the virtual PBX market.”


http://www.zacks.com/stock/news/97333/jcom-on-acquisition-spree

http://www.zacks.com/stock/news/97333/jcom-on-acquisition-spree


GIVING UP



THREE OUTCOMES



THREE OUTCOMES

Buy or Be Bought



THREE OUTCOMES

Buy or Be BoughtTread Water



THREE OUTCOMES

Buy or Be BoughtTread Water

Give Up



FOURTH OPTION:



FOURTH OPTION:

20

INNOVATE



INNOVATION



INNOVATION•Change Business Model



INNOVATION•Change Business Model•Switch from selling minutes to seats



INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones



INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different



INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”



INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”



INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”•Specialization



INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”•Specialization•Highly targeted products and services



INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”•Specialization•Highly targeted products and services•Vertical Integration



INNOVATION•Change Business Model•Switch from selling minutes to seats•Switch from selling seats to phones•Focus on Being Different •“The Customer Service Leader”•“Fastest Deployment Time Period”•Specialization•Highly targeted products and services•Vertical Integration•Deliver things that others can’t



Case Study



CASE STUDY



CASE STUDY

•Commoditized Market: Home Remodeling



CASE STUDY

•Commoditized Market: Home Remodeling•No players in market with more than a single-digit share



CASE STUDY

•Commoditized Market: Home Remodeling•No players in market with more than a single-digit share•Industry reputation for low quality, poor service, unhappy customers



CASE STUDY



CASE STUDY•Built 100% customERP package



CASE STUDY•Built 100% customERP package•Automated processes for sales, financing, product installation, ongoing customer service



CASE STUDY•Built 100% customERP package•Automated processes for sales, financing, product installation, ongoing customer service•Call center automation



CASE STUDY•Built 100% customERP package•Automated processes for sales, financing, product installation, ongoing customer service•Call center automation•Confirm appointments with consumer



CASE STUDY•Built 100% customERP package•Automated processes for sales, financing, product installation, ongoing customer service•Call center automation•Confirm appointments with consumer•Match qualified reps with leads



CASE STUDY•Built 100% customERP package•Automated processes for sales, financing, product installation, ongoing customer service•Call center automation•Confirm appointments with consumer•Match qualified reps with leads•Click-to-call for agents



CASE STUDY



CASE STUDY•$75MM in 2011



CASE STUDY•$75MM in 2011•$172MM in 2012



CASE STUDY•$75MM in 2011•$172MM in 2012•130% three-year growth



LET’S TALK ABOUT US



WE HAVE THE TOOLS



...BUT WE SELL THIS



WHAT SHOULD WE BUILD?



“Communicating isn’t going to be what you’re doing - it’s what you’ll

be doing while you’re doing something else”

- Geoff HollingworthEricsson Head of AT&T Foundry



Example RTC Apps



Example RTC Apps

32

3 Examples



1. Incident Response



INCIDENT RESPONSE



INCIDENT RESPONSE•Timely, Contextual Information



INCIDENT RESPONSE•Timely, Contextual Information•Adapt for mobile vs. desktop users



INCIDENT RESPONSE•Timely, Contextual Information•Adapt for mobile vs. desktop users•Group-based communication



INCIDENT RESPONSE•Timely, Contextual Information•Adapt for mobile vs. desktop users•Group-based communication•Inherit from existing organizational groups



INCIDENT RESPONSE•Timely, Contextual Information•Adapt for mobile vs. desktop users•Group-based communication•Inherit from existing organizational groups•Allow ad-hoc participants (“guest” parties)



INCIDENT RESPONSE•Timely, Contextual Information•Adapt for mobile vs. desktop users•Group-based communication•Inherit from existing organizational groups•Allow ad-hoc participants (“guest” parties)•Federate with external services



INCIDENT RESPONSE•Timely, Contextual Information•Adapt for mobile vs. desktop users•Group-based communication•Inherit from existing organizational groups•Allow ad-hoc participants (“guest” parties)•Federate with external services•Incident recording/logging



INCIDENT RESPONSE•Timely, Contextual Information•Adapt for mobile vs. desktop users•Group-based communication•Inherit from existing organizational groups•Allow ad-hoc participants (“guest” parties)•Federate with external services•Incident recording/logging•“Lessons learned” and process improvement



INCIDENT RESPONSE•Timely, Contextual Information•Adapt for mobile vs. desktop users•Group-based communication•Inherit from existing organizational groups•Allow ad-hoc participants (“guest” parties)•Federate with external services•Incident recording/logging•“Lessons learned” and process improvement•Links from/to issue tracking systems



2. Medical Records Management



MEDICAL RECORDS MGMT



MEDICAL RECORDS MGMT•Automate Medical Claims



MEDICAL RECORDS MGMT•Automate Medical Claims•Secure Caller Authentication



MEDICAL RECORDS MGMT•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website



MEDICAL RECORDS MGMT•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics



MEDICAL RECORDS MGMT•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics•Cross-check against caller location



MEDICAL RECORDS MGMT•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics•Cross-check against caller location•Call recording/transcription



MEDICAL RECORDS MGMT•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics•Cross-check against caller location•Call recording/transcription•Medical advice given to patient automatically added to patient file



MEDICAL RECORDS MGMT•Automate Medical Claims•Secure Caller Authentication•Reuse primary auth via website•Verify with voice biometrics•Cross-check against caller location•Call recording/transcription•Medical advice given to patient automatically added to patient file•Auditing/Service Quality Assurance



3. Live, Anonymous Matchmaking



40

http://funnydate.com/have-a-chat

FunnyDate

FunnyDate

SHErlock22FemaleMaleOakdale

Books, Moustaches, Puzzles

Captain Beard 23

MaleFemale

Springfield

Books, Moustaches, Puzzles

USERNAMEAGE

GENDERSEEKINGCITY

MATCHINGINTERESTS



LIVE, ANONYMOUS DATING

41

FunnyDate



LIVE, ANONYMOUS DATING•Safe Introductions

41

FunnyDate



LIVE, ANONYMOUS DATING•Safe Introductions•Strict anonymity

41

FunnyDate



LIVE, ANONYMOUS DATING•Safe Introductions•Strict anonymity•No need to exchangephone numbers

41

FunnyDate



LIVE, ANONYMOUS DATING•Safe Introductions•Strict anonymity•No need to exchangephone numbers•Low friction interfaceenables users to connect in real-time

41

FunnyDate



LIVE, ANONYMOUS DATING•Safe Introductions•Strict anonymity•No need to exchangephone numbers•Low friction interfaceenables users to connect in real-time•Silly video tricks used to break the ice

41

FunnyDate



LIVE, ANONYMOUS DATING•Safe Introductions•Strict anonymity•No need to exchangephone numbers•Low friction interfaceenables users to connect in real-time•Silly video tricks used to break the ice•...or even add more anonymity

41

FunnyDate



LIVE, ANONYMOUS DATING•Safe Introductions•Strict anonymity•No need to exchangephone numbers•Low friction interfaceenables users to connect in real-time•Silly video tricks used to break the ice•...or even add more anonymity•Negligible operating costs relative to traditional telephony

41

FunnyDate



Find your niche



Deliver what people wantrather than billing for what

they don’t



WE HAVE THE TOOLS



STOP BUILDING THIS



46

BUILD THIS



47

adhearsionconf.com



48

http://mojolingo.com@MojoLingo

@[email protected]


http://mojolingo.com




http://twitter.com/bklang

http://twitter.com/bklang

mailto:[email protected]

mailto:[email protected]

webrtc: it's not about the minutes

Technology

seats switch

service commoditizationhttp

service homogenization11

customer service leader21

todays price

price minimization5

ben klang

dead voip14