Workshop web rtc customers and use cases

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WebRTC Workshop Open discussion on the ecosystem

The WebRTC Use Cases/Deployments – A sample of current activities


WebRTC Workshop - Open discussion on the ecosystem

2

13:00 Introductions Doug

13:10 What is (and isn't WebRTC) Tsahi

14:00 Standaradization, IETF and WebRTC Victor

14:45 Break

15:00 5 WebRTC Archetypes Tsahi

15:45 The WebRTC Use Cases/Deployments Doug

16:30 Implementation/Architecture Details Tsahi

17:15 Wrap-up Victor


WebRTC Opportunities/Use Cases

Web

Conferencing

Contact

Centers IMS

Unified

Communications

Vertical

Industries


Web Collaboration: Google Hangouts Environments: Hosted Conferencing Services

• User benefits

– Easy to add “click to dial” to meeting invites

– Integrates with web-based collab tools

– No browser compatibility issues

– Toll-free audio

• Service provider benefits

– Augment PSTN-only conferencing services

– Easy deployment & modification

Signaling over WebSockets


WebRTC Opportunities/Use Cases Contact Centers

Web

Conferencing

Contact

Centers IMS

Unified

Communications

Vertical

Industries


Advanced Contact Center

• User benefits – Connect immediately to an agent (no IVR)

using the browser’s media capabilities

– No more click-to-call or call back required

– Use computing device as a phone

– Answering my questions quickly and efficiently

• Enterprise benefits – WebRTC embeds RTC capabilities directly into

web pages

– Browser context (page view) info can be shared

– Drive down the cost, no need of physical phone

– Integration with Social Network / BigData

– Pull your customer to your website

6

WEBRTC SESSION CONTROLLER

SIP

HTTP

MEDIA STREAM

JSR 309

JDBC

SOCIAL NETWOKS COMMERCE

APPS

TRADITIONAL AGENT

MEDIA SERVER

WEBRTC AGENT

DATA

Cost Savings: Overall savings of $17M per year over a 5 year period on communication and marketing costs

Environments: Enterprises with Customer Care


WebRTC : Contact Center

• For a contact center with 1000 seats and Marketing budget of $100M

– Effective communication = reduced interaction time. 15% reduction resulting in savings of $6.6M

– Save on network and contact center licenses ($120/seat/month), initially 720K ramping to $1.15M after two years

– Reduction in recurring maintenance costs – license support, upgrades, PSTN connection etc. estimated to be $400K

– Improved customer experience reduces churn, and increases loyalty rates, hence reducing market spend by at least 10%

*Source: Interactive Experience 2.0, Transformation of customer experience with web based real time experience

Benefits and Value

Cost Savings: Overall savings of $17M per year over a 5 year period on communication and marketing costs


Deployment Example: Amazon Mayday

• How WebRTC is used – Enables voice, video, and other forms

of collaboration

– Well-integrated into Kindle device (no special setup; no exposure of WebRTC technology to end customer)

• Benefits – Face-to-face engagement with high

value customers

– Ability to reach customers that always require live help

Customer & WebRTC Endpoint

(Kindle)

Agent Desktop


WebRTC Opportunities/Use Cases IMS and the PSTN

Web

Conferencing

Contact

Centers IMS

Unified

Communications

Vertical

Industries


Web-Phone Environments: Traditional IMS Connection with VoIP Services

• User benefits

– Allows remote access to telephony features anywhere in the world

– Easy alternative when phone is lost/dead

– Avoid roaming or multi-SIM use

• CSP benefits

– Differentiating feature

– Increases usage of CSP’s network

– Potential new revenue


Web to IMS interconnect Environments: Comms as a Service – Social, Gaming, Etc.

• User benefits

– Access the ~6B+ users on the PSTN

– Lowers barriers to entry (everyone already has a PSTN phone)

• Web service provider benefits

– Securely connect WebRTC calls to the PSTN

– Add core-network protections to all traffic

WebRTC enabled web-site

WebRTC Signaling

SRTP

IMS

RTP

SIP


Enable RCS – Finally! Environments: Mobile SPs

• User benefits

– Allows remote access to RCS features anywhere in the world

– Seamless use of comms in any environment

– Enhance RCS with web-based features


– Differentiating feature

– Increases usage of SP’s network

– Potential new revenue

Extend RCS/joyn services anywhere on the web

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 13

webRTC Architecture

Bob Alice

Server

1 2 3 4

5

Négo SDP

Interconnecting the webRTC Client to non-webRTC cleints (NGN, VoIP clients…) is achieved through IMS

Signalisation (flow) not

standardized • SIP, Jingle, Proprietary

• Over http, Over WebSocket

• SDP Offer SDP Answer

SDP

Codec War:

• Opus, VP8/VP9

versus

• IR.92 (VoLTE) AMR-WB (VoLTE),

H.264 (ViLTE),

H265

• VoIP G711

G722

PSTN NGN

Other Operators

IMS


Access

IMS

VoIP

Other

Operators

VoLTE ViLTE

Legacy

Legacy VoIP PSTN

A-SBC

I-SBC

3rd-PTY

Developers

14

webRTC and IMS (1/2)

WebRTC GW

WebRTC Portal

web telco

Transcoding VP8-H264 sRTP – RTP Html5 - SIP

- Authentication - Interworking OSS

- Open to 3rd PTY via API

Interoperability - Any Device - Any Operator

- Security - Transcoding

Bob

Alice

W3C

Server


Access

IMS

Other

Operators

A-SBC

I-SBC

15

webRTC and IMS (2/2)

WebRTC GW

WebRTC Portal

Bob

Alice

AS RCS AS

IP SM GW

LI CCF

HSS

VMS

- Legal Interception

- Billing - Fraude

- Reachability

- Identity

- Conference - Announcement - Legal Interception

- Diversion - Multi-Ringing - Reachability

- Chat - Group Chat…

- Emergency Call MRF

- IM-to-SMS

IMS allows full integration of webRTC with any device located anywhere belonging to any operator providing legacy support

No silos!

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BICS IMS


Large European Operator: Connecting Client Devices

Oracle Confidential – Internal/Restricted/Highly Restricted 17


Large European Operator: PSTN Call Setup

BROWSER WSC OCCAS (PX) GW PHONE

01: JSON CONNECT/Request 02: SIP INVITE

03: SIP 100 TRYING

JSON CONNECT/Initial Response

Optional Response 04: SIP INVITE

05: SIP 100 TRYING

06: SIP 100 TRYING

JSON CONNECT/Initial Response

Optional Response

07: ISUP IAM

08: ISUP ACM

09: SIP 183 SESSION IN PROGRESS

10: SIP 183 SESSION IN PROGRESS

11: JSON CONNECT/Initial Response

ICE Negotiation

12: RINGING TONE

Start sending received PSTN Audio via RTP (WSC-GW)

Sending received PSTN Audio via SRTP

13: ISUP ANM 14: SIP 200 OK

15: SIP 200 OK 16: JSON START/Final Response

17: JSON complete 18: SIP ACK

19: SIP ACK 20: ACK

Bi-directional Media Transfer over SRTP/RTP (WCS-GW)

WSC can absorb

multiple messages from

SIP side and send

single message to client

and vice-versa,

therefore those

messages are marked

as optional


WebRTC Opportunities/Use Cases Unified Communications

Web

Conferencing

Contact

Centers IMS

Unified

Communications

Vertical

Industries


Web Collaboration: Unified Communications Environment:Enterprise/Business

• User benefits

– Provides UC on any device with a WebRTC-compatible browser

– Seamless & secure remote worker access via secure WebRTC methods

• Enterprise benefits

– WebRTC-enable existing enterprise UC system

– Allows for browser-based UC independent of UC client vendor

– Doesn’t require a thick UC client to be installed & maintained

Third-party UC client apps

UC client apps on Tablets, PCs, Smartphones

Remote Worker

UC client

Enterprise UC System


Web Collaboration: Unified Communications


Features

• Multi device UC client

– Web browser including IE & Safari via plug-ins

– Hybrid applications for Android & IOS

• Contact list management & presence

• Voice & video calling between contacts and to unknown contacts via dial-pad

• Instant messaging with remote storage of chat history

• File transfer

• Screen sharing

Oracle Confidential – Internal/Restricted/Highly Restricted 22


Features: Video Call From Webmail

• Video call with another Convergence user

• Terminate video call from convergence to other WebRTC end points

• Send Messages or other info through IM while on a video call

• Minimize / Maximize video streams including full screen mode


Features: Audio & Video Conference From Webmail

• 3rd party video conference between Convergence users

• Video conference with upto 6 participants

• Send messaging through IM while on a conference

• Minimize / Maximize video streams include full screen mode


Features: Transfer An Ongoing Call

• Seamless transfer of an ongoing call to another device

• Pick up call without any loss of media


Features: Collaborate - Screen Sharing

• Sharing desktop screen between Convergence users

• Enables collaboration and enhanced worker productivity


Features: Seamless Escalation of Communication

• Convert an IM/Chat session into a real-time audio call

• Upgrade an audio call to video call

• Invite additional participants to convert 1:1 calls to Conferences

• Continue IM conversations while on call


Large Global Carrier: WebRTC UC Snapshot • UC2: Browser calls external number (Break-out)

• UC3: External number calls Browser (Break-in)

Chrome Gadget

JS API

Browser Engine

JS API

NAT

Browser M

Web Server / GW

(HTTP/SIP)

TURN Server/

Media Relay

WebRTC GW

PSTN GW / IMS

Signalling

HTTP/JSON

Media

RTP (WebRTC)

Signalling

SIP

Media

RTP

SIP trunk

STUN Server


WebRTC Opportunities/Use Cases

Web

Conferencing

Contact

Centers IMS

Unified

Communications

Vertical

Industries

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Vertical Industry - Entertainment

WebRTC without the Browser

TV becomes an IP-TV

Connects TV to the power of Internet

Re-use household assets

Easy to use


Healthcare: Sample Screens

Patient Info

Appointment information

Patient Home Screen

Care Team Info


Care Team Home Screen

Provider Information


Provider Home Screen


Vertical Industry Healthcare

Benefits/News

Effective communication between patient and doctor

Community benefits - rural healthcare, increased collaboration

Eliminate desk and wall phones and communication infrastructure

Near zero communications costs

Time savings

Cost Savings: Overall savings of $2M-$20M

http://stcblog.com/2012/10/31/healthcare-disruption-webrtc/?goback=%2Egde_4677426_member_180792367#%21

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http://stcblog.com/2012/10/31/healthcare-disruption-webrtc/?goback=.gde_4677426_member_180792367



















Financial / Banking Use Cases Personal Financial Advisor

• User Benefits

– Personalized 'person-to-person’ relationship available only for you

– Increased value for the customer

• Institution benefits:

– Focus on highly valuable transaction & customers

– Key differentiation compared to others

– Give new tools to bank employee to sell more services

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Vertical Industry – Real Estate Environments: Business Focused Service Providers

• User benefits

– Seamlessly blends multiple modes of communication & diverse information

– Lowers transaction times

– Higher end-customer satisfaction

– Leverages existing IDs


– Leverages CSP brand

– New value-added revenue stream Buyer Agent


The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.