webrtc - the future of real-time customer service
TRANSCRIPT
Thank you for joining the webinar:
webRTC: The Future of Real-time Customer ServiceFeaturing Guest Speaker Vidya Nagarajan from Google
We will start in a few minutes!
Quick logistics check: Please make sure your laptop / PC speakers are un-muted. You may enlarge the slides by dragging the bottom right corner of the slide window. You can participate in the Q&A session by asking questions at any time during the presentation.
Just type your question into the “Ask a Question” text area on the right side.
webRTC – The Future of Real-time Customer ServiceFeaturing Guest Speaker Vidya Nagarajan from Google
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Speakers
Vidya Nagarajan Chromebooks for Business and EducationGoogle
Jim KraeutlerStrategic Business Director - IP VirtualizationGenesys
GUEST SPEAKER
PRESENTER
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Agenda
• Overview of webRTC (…just in case you stumbled into this webinar unintentionally)
• webRTC for customer service:• Use Cases Gathered from the Genesys Customer Base• webRTC for agents/representatives
• Demo of Genesys webRTC capabilities
• The Economics of webRTC as related to Device and OS• POS and Mobile Customer service• OS and Device Economics• Browser as universal access to applications (prompted by SaaS adoption)
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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What is webRTC?
WebRTC is an evolving standard to enable real time communication (voice and Video) via the web, with no proprietary downloads or Flash. Web developers can now use java script and HTML5 (well known by all web developers) to enable real time voice and video from any browser without the intricacies and drawbacks of more cumbersome alternatives.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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What we won’t discuss:
• How it works
• Network topologies
• State of adoption in various browsers
• Codec debate and implications
For your Reference:http://www.html5rocks.com/en/tutorials/webrtc/basics/
http://www.w3.org/2011/04/webrtc/
http://www.alanquayle.com/blog/2012/05/what-webrtc-means-to-telecoms.html
http://venturebeat.com/2012/08/13/webrtc-is-almost-here-and-it-will-change-the-web/
http://www.disruptivetelephony.com/2012/09/how-webrtc-will-fundamentally-disrupt-telecom-and-change-the-internet.html# 2
What we WILL discuss:• Use cases gathered from the Genesys
customer base in the Global 500
• webRTC implications for Customer Service Operations
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Click to Call from the Web
Ubiquitously applicable across verticals
Improve service via:
• More user data
• Hold time avoidance
• Video on hold
• End-to-end analytics on interactions
BUT…the real interest is in high-touch and high-value interactions.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Retail and Investment Banking:Remove the barrier to video adoption by consumer
Retail Banking• Bond with mortgage
officer/adviser via video
• Keep customers from visiting other sites while waiting for call back
• Video on hold
• Route to Local rep
• Customers are nicer with video
Investment Banking• Bond with mortgage
officer/adviser via video
• Create remote investment systems
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Online Retail and Telco Sales and Setup
• As brick and mortar retailers race to combat show rooming, online retailers are bringing the virtues of the storefront to the web:\\• One click to connect• Video Based service• Personal shoppers• Device setup assistance
• When Setup is the key to more revenue:• Device-based media sales• Cable TV Service
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Education and Healthcare
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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webRTC as an Agent Endpoint
•Customer Service has moved out of the Contact Center:
Banking/Fiserv
Retail
Healthcare
Education
DEMO
Chromebooks for Business
Vidya Nagarajan Product Manager , Google
The past
The present
Servers
Clients
Meanwhile... the browser has become the universal desktop
All your apps and data,via the browser on any device
Virtualized
Web-based
Computers are complex to use, and manage
Update virus definitions
Update latest software
Security patches
Periodic backups
Upgrade new hardware
Apps / Browser
Group Policy / Management
Anti-virus
Data Encryption
Data Backup System
Operating System
Extensions (flash, pdf, etc.)
Hardware
Frustrated usersTechnology frustrating to use
Difficult managementMajority of cost on top of HW & SW
Questionable securityA multitude of security holes
Multiple platformsNeed to run apps everywhere
Introducing an OS optimized for the web
More productive usersTechnology that "just works"Fast boot and connectivity gets users working faster
Easy to manageCloud-based management
More secureA new, effective security paradigm
Lower TCODramatically lower total cost
Instantly personalAll your apps and data follow you to any device
Chromebooks are optimized for the web and run nothing but the Chrome browser.
Secure from the very start
Auto-updatesLatest security updates come directly from Google and are automatically installed on boot.
SandboxingApps, sites and browser run in a restricted environment, preventing cross-app and OS exploitation.
Verified bootOS is checked for tampering on every boot using custom security hardware.
Data storage & encryptionUser data on the device is encrypted at 128-bit.Local data is segemented and isolated by user.
Easy to manage & scale
OS auto-updates• ~ 6 week release cycle• Secure download from Google• Binary delta only• Applied with a reboot
Centralized management• Web-base admin console• Remotely set user, device and app policies• Deploy devices without manual configuration
Google Confidential and Proprietary
A strong & growing set of web apps
We are just getting started with the power of the web…
Device options
Samsung ChromeboxWifi only: $329
Device lineup..
Hundreds of use cases
Rethink how you offer computing
Shared workstations Borrow any laptop
Thank you
www.google.com/chromebooks
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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For more information, please visit
www.genesys.comEmail Genesys:
Reach out to Google goo.gl/YCzBn
QnA: Ask the Experts!
Jim KraeutlerVidya Nagarajan
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Next Steps
1. Visit us at Enterprise Connect in Orlando Max Ball from Genesys is speaking as part of Advisory Panel on WebRTC and
Customer Engagement at 3:15 PM on Monday 3/18 in Osceola 5 Visit us at the Genesys booth # 500 for a 1:1 demo
2. Email [email protected] if you are interested in being a part of our definitional customer program
3. Look for email containing link to Genesys webRTC in the Chrome web store
4. To reach out to Google go to goo.gl/YCzBn
Thank You for participating!
For more information, please visitwww.genesys.com
Email Genesys:
Reach out to Google goo.gl/YCzBn
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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webRTC as an Agent Endpoint
•Customer Service has moved out of the Contact Center:
Banking/Fiserv Retail
HealthcareEducation
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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webRTC as an Agent Endpoint
•Customer Service has moved out of the Contact Center:
•Banking/Fiserv:
•Retail:
•Education:
•Healthcare: