Experiences at the bleeding edge of Telecom

App DevelopmentDavid Alfaro

David@AgilityFeat.com Co-Founder & Witch Doctor

WebRTC.ventures

• We build Telecom Applications

• We build medical and education communications applications

Martin Geddes: Read his work!!

Contextual Communications• It is a critical trend in

• telecoms

• web and mobile applications

• devices

• IoT

• enterprise productivity

• It will continue to be relevant the next 5 years and beyond.

Contextual Communications

• Before: Data Transport was the focus of value

• Now: Contextual Data about my purpose or intent in order to get my job done

Contextual Information: Virtual Context

• What you or your device are doing electronically

• Web-page you're on

• The fields of a form you're filling in

• The music you're listening to

• The point you're at in an enterprise workflow or a game

• This is software-originated context

Contextual Information: Analytic Context

• Additional insight can be factored into the application:

• past behaviors and preferences

• web cookies

• records from a CRM system

• stored data from your past virtual and physical contexts

Contextual Information: Big Data Context

• Inferred context by sentiment analysis:

• Mood

• Happiness

• 3rd-party context provided via mashups and APIs

Contextual Information: Physical Context

• This is information from sensors

• device microphones and cameras

• location, movement, temperature, power/battery, heart-rate, biometric sensors

Contextual Information: Physical Context

• With processing, this can yield information:

• local acoustics (and hence whether you're in a street, room etc)

• the position of other people around you

• your identity via fingerprint or voiceprint

• work out if you're walking/driving or showing signs of stress.

How does this relate to CPaaS?

• Allows communications to be contextually-integrated into websites and apps

• Makes easier the blending of communications events with the outputs from other OS or device APIs

• sensors

• or just to the application "state" at that time

Context, not calls

• WebRTC enables unbounded experimentation

• WebRTC enables new patterns of behavior that were not possible on a traditional phone call

• We are enabling call centers to combine which page a user is on, coupled with the device it is being viewed from, to determine the best way for the agent to interact.

Redefining voice and messaging UX

• New heuristics to determine how important a call is

• Exploiting device sensors

• Using call center technologies like sentiment analysis

Opportunities!• Service Providers: boost revenue and build

relationships with enterprises who want to expand beyond traditional telephony applications

• Companies: build custom applications and business processes at a low cost

• Technology companies: differentiate their offerings from other competitors