Operator Insights: Thoughts, Experiences, Real-World Challenges Around WebRTC

12/15/2014– strictly confidential, confidential, internal, public – 1

REAL-WORLD CHALLENGES FOR AN OPERATORSEBASTIAN SCHUMANN, SLOVAK TELEKOM16. December 2014. Paris, France

SCOPE

Operator Insights: Thoughts, Experiences, Real-World Challenges Around WebRTC

Misconceptions around WebRTC related to operator-thinking

How is WebRTC perceived within different operator units

Lessons learned from internal development

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 2

@s_schumann

Feedback is welcome! Get in touch during/after the event.

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 3

2014

OUR JOURNEY THROUGHOUT 2014

Our journey with WebRTC

Frame of reference

Various experiences

No repetition

… and some numbers

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 4

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 5

THIS IS US AND IN SHORT OUR WEBRTC INVOLVEMENT

Information, Evangelization, Clarification, Interruption, Disruption, Innovation

Think, Draft, Organize, Discuss

Develop & Understand

Demonstrate & Inspire

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 6

IN THE BEGINNING IT WAS MORE OF A MISSION…(AND WE DECIDED TO ACCEPT IT )

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 7

MISSION

PREMISES IN THE BEGINNING OF THIS YEAR

Live up to our name with regard to WebRTC

Yes, Innovation within a Telco

Make WebRTC paradigm tangible for all

It is better to see something once than to hear about it a thousand times

Eat our own dog food

And make colleagues eat it, too

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 8

Misconceptions around WebRTC related to operator-thinking

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 9

I HAVE SPOKEN ENOUGH ABOUT THAT IN THE LAST MONTHS

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 10

https://ww

w.flickr.com

/photos/vladimirkostka/9561848826/

How is WebRTC perceived within different operator units

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 11

TECHNOLOGY & MARKETING

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 12

WHAT WE FOUND OUT

Indirectly involved units more likely to come with great use cases

E.g. call center, CRM, IT, HR

Have not heard details about it and are not biased

Why? To solve their problems.

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 13

IT IS BETTER TO SEE SOMETHING…

Classic 1:1 audio/video

P2P conference audio/video

Screen share

Trials/PoCs (no RfPs yet)

Many independent, a few supported

+ focus on one service

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 14

TELEKOM ‘CLICK TO COMMUNICATE’ SIGNATURE

Aims adapted

Complete in-house development as side project

High level presentations

Gradually involved (and excited) more people

“Spread the word” from many different angles

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 15

C-PEAK

Unique links built from mail address

Audio/video/messaging

No telephony or other legacy elements

No passwords

No one-size-fits-all: Many features consciously omitted (directory, collaboration, conferencing, PSTN)

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 16

This is not our real logo

Lessons learned from internal development

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 17

TECHNICAL AND OPERATIONAL DEPLOYMENT

Corporate network environment

Media traversal

Internal APIs

Processes

Policies

Default browser

Some questions still open (e.g. LI, security)

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 18

CULTURAL

NT + IT belong together

Business/Marketing + Technology

Why?

We have alternatives?!

Only non-supported browsers?!

Acceptance for unusual activities

Communication services is a sensitive area

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 19

PERSONAL

Prototyping = learning

Showing things important to convince

Reflecting outside company very important

Conferences, Twitter, etc.

Events like this one!

Patience

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 20

WHERE WE ARE!

Internal trial runs, several lab PoCs in active usage

Important journey not only about WebRTC, but new paradigms, educating people, and invoking change

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 21

LIES, DAMNED LIES, AND STATISTICS

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 22

C-PEAK STATISTICS

INITIAL TRIAL

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Employees

Others Target Group

TRIAL ENGAGEMENT

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Target Group

Not Signed Up Signed Up

COMPANY WIDE LAUNCH AFTER 1 WEEK

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 25

Reach

Others Article View

CONVERSION RATE

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 26

Total users of informed audience (incl. trial)

Not signed up Signed up

REGISTERED USERS AFTER 1 WEEK

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 27

Total Users in ST

Not signed up Signed up

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 28

REACHABLE BY NON-TELEPHONY MEANS

December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 29

E-mail signature

Mail users

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2014

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December 2014, Paris, FranceSebastian Schumann: “Real-World Challenges For An Operator”, Upperside WebRTC Conference 32

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2015

THANK YOU.Sebastian Schumann

Application & Platform Innovation | Slovak Telekom, a.s.

Sebastian.Schumann@telekom.sk

@s_schumann

+421 903 419 345