WebRTC for Enterprise Collaboration

Moderator

Lawrence ByrdTechnology Evangelist, Altocloud@LawrenceByrd@altocloud

Speakers

• Micaela Giuhat

Senior Director, Solutions

BroadSoft

• Gregor Zebic

Founder & CEO

Browsetel

WebRTC and the Enterprise

Micaela Giuhat

mgiuhat@broadsoft.com

Trends

Mobility Interoperability/BYOD Cloud

IT Costs

Public clouds and hosted UCC services are gaining traction, driven by demand for outsourced communications among SMBs and increasingly distributed large organizations.

The biggest driver for adoption of cloud and hosted services is access to advanced features and capabilities

Many new and untested technologies such as social media or fixed-mobile convergence (FMC) are likely to gain faster penetration as hosted/cloud solutions.

User ExperienceCollaboration

10 #237469 ©2012 IDC

Figure 2 illustrates how UC&C revenue breaks out proportionally in 2012 among the

technologies and services included in this forecast.

In Table 3, we provide our worldwide UC&C market revenue forecast by region

(Asia/Pacific [including Japan], CALA, EMEA, and North America) for the 2011–2016

period.

F I G U R E 1

W o r l d w i d e U n i f i e d C o m m u n i c a t i o n s a n d C o l l a b o r a t i o n R e v e n u e , 2 0 1 1–2 0 1 6

Source: IDC, 2012

F I G U R E 2

W o r l d w i d e U n i f i e d C o m m u n i c a t i o n s a n d C o l l a b o r a t i o n R e v e n u e S h a r e b y

T e c h n o l o g y S e g m e n t , 2 0 1 2

Source: IDC, 2012

Embracing new IT trends and communications solutions and integrating the two is essential for modern workflow.

Businesses with the right tools in their shed are able to adapt more quickly and overcome obstacles more efficiently.

Unified communications and collaboration solutions provide all of the tools needed to cut personnel, real estate and inventory costs, when implemented correctly.

The reason for increased demand of high-quality support tools for unified communications and collaboration is the need for increased usability.

The usability of collaboration tools relies on the software and network infrastructure that supports these solutions and provides workers with access regardless of location and the devices they are using to work and communicate.

Unified Communications is Evolving

• Technology centered

• Interworked

• Reserved resources

• Specialized equipment

• On premise

• User centered

• Integrated

• Always available

• BYOD, Mobile and Web

• In the cloud

VoIP/Video

CC

WebRTC Improves Experience with “Off-net” Calls

EnterpriseBranch Office

Headquarters

• HD Voice• HD Video• Messaging• Presence• Content

Consumer

Client / Partner / Consultant

WebHD Voice, HD Video, Messaging,

Presence, Content

Integrated with Unified Communications solutionStickier service offering – lowers subscriber churn

Disruptive to traditional over the top services

WebRTC – Adopting a new technology

Evolving Standards• All standards evolve, but the base functionality (‘make a call’) is

there

Supported by Subset of Browsers• Over 50% Penetration with Chrome and Firefox. • Over 1B Users Critical Mass

Challenges

AdvantagesSimplifies the User Experience• Search, call, buy, and anything else from within the browser.

This is key! … and is what will drive adoption by external users. • Increase calls Increase sales

Lowers Costs• No need for softphone clients or Agent clients; Reduce complex

IVRs

The Current State of the Call Center Industry

Complex• Feature Overkill

• Enterprise Focus

Expensive• CapEx

• OpEx

An Archaic Approach

INTIMIDATING & EXPENSIVE

The New Call Center Experience

• Lead a New Market With:

A Clear Value Proposition

Established Differentiation

Relevant Core Features

• Advance “Cloud Now”

Simplified

• Simplified UX

• Simplified Delivery

Cost Effective

• OpEx/ CapEx

• Setup & Support Cost

Progressive Approach

• Social Media Engagement

• Web Enablement/WebRTC

• Partner API Integration

• Contextual Data

THE OUTCOMESDESIGN PRINCIPLES

CREATE A NEW MARKET & LEAD IT

Next Steps

THE

TRADITIONAL

CALL CENTER

A NEW APPROACH TO AN OLD INDUSTRY

THE NEW CALL

CENTER

EXPERIENCE

Key Take-Aways

• Ability to optimize prospect or customer touch points on websites, email

communications or mobile apps

• Shorten sales cycles, thanks to immediate access to product or service

experts who can answer questions while prospects browse a webpage

• Faster issue resolution, significantly enhancing customer satisfaction

• Extends the benefits of Unified Communications, enhanced reacheability,

improved productivity, and more efficient business processes, thanks to

access to real-time information from partners and suppliers

• No plug-ins required, offering access to a broad variety of communication

services to anyone with a WebRTC enabled web browser

WebRTC for Enterprise Collaboration

Gregor Zebic

Speed up the communication

• Combined WebRTC and OTT Architecture

• Multiple-platform supportusers can use the service as application or as web page in WebRTC compatible browser (mobile phones, tables, smart TV, PC, …)

• Rich set of basic servicesVoice and Video Calls, rich media sharing, messaging

• Smart directory ServicesPresence, service discovery, service invocation (Voice, Video Call, Messaging, …)

• Integration with existing infrastructureCommunication is not limited to corporation users. Calls and messages can be made to exiting public network. Other users can be invited using email and URL Call Links.

User Perspective

• ContactsIdentifies corporation Users with their presence and service availability;

• Voice and Video Callsusers interact over Voice and Video calls

• MessagingThreaded conversation with multiple users with file sharing support;

• File SharingSend pictures, voice and video, share files, circulate documents;

• Video and Audio SharingUsers can record a Video or Audio Clip, send it as a message or share on the store;

• CollaborationRich set of collaboration services including presence, chat rooms, voice and video meet-me conference rooms;

External Access – Employee virtual Business Cards

Benefits for corporations

• Lower the communication cost

• Video conference collaboration

• Easy 3rd party involvement

• Recordings (audio/video/chat) for project management

• Dislocated units integration

• Data aggregation

• Integration to other corporate tools and software's (CRM)

Q & A

• Micaela Giuhat

Senior Director, Solutions

BroadSoft

• Gregor Zebic

Founder & CEO

Browsetel

Moderator: Lawrence Byrd @LawrenceByrd