Upload
dan-jenkins
View
363
Download
0
Embed Size (px)
DESCRIPTION
The hard parts of WebRTC and the benefits to using WebRTC for customer Service - talk given at the Future of Web Apps London 2014
Citation preview
GIVING BETTER CUSTOMER SUPPORT USING WEBRTC
Dan Jenkins
@dan_jenkins
Who am I?
DAN JENKINSPrimarily a Node.js Developer
Love Lego
Founder of Nimble Ape
@dan_jenkinswww.nimbleape.com
WebRTC and ME
WebRTC AND ME
Was a web developer
Was part of a transition to VoIP Years Ago
Voip is Difficult
For the Past Year, working on a new WebRTC Service
The next 40 minutes…
What IS WebRTC?
What WEBRTC Isn’t
BackING
WebRTC in Customer Service Today
Using WebRtc For Intelligent Customer Service
CleverAstounding
Knowledgeable
Inte
llig
ent Awesome
Capa
ble
Comp
rehe
nsiv
eRe
sour
cefu
lIn
geni
ous
Smart
AlertBrig
ht
Using WebRTC to give better customer service
Who’s in the room?
What is WebRTC?
DISRUPT!
Web Real-Time Communication
It’s a technologY
WebRTC is LIKE a story
Peer to PeerLook mom, no servers
Mandatory Encryption
browsers
Devices Too!
Over 6.2 Billion By 2018
Plugin freE… mostly.
it’s complicatedPeerConnection API ✔ ✔ ✔ ✔ ✗ ✗ ✔ORTC API ✗ ✗ ✗ ✗ ✗ ✗getUserMedia ✔ ✔ ✔ ✔ ✗ ✔simulcast ✔ ✗ ✗ ✗ ✗ ✗mediaConstraints ✗ ✗ ✗TURN support ✔ ✔ ✔ ✔ ✗ ✗ ✔MediaStream API ✔ ✔ ✗ ✗ ✔WebAudio Integration ✔ ✔ ✔ ✔ ✗ ✗ ✔dataChannels ✔ ✔ ✔ ✔ ✗ ✗ ✔Screen Sharing ✗ ✗ ✗ ✗Stream re-broadcasting ✗ ✗ ✗ ✗ ✗Multiple Streams ✔ ✔ ✗ ✗ ✗ ✗ ✔Solid Interop ✗ ✗Echo cancellation ✔ ✔ ✗ ✗
ORTC|WebRTC 1.1
Media Channels
Data Channels
ComplexitiesTurn
v=0 o=- 5691129608425811453 2 IN IP4 127.0.0.1 s=- t=0 0 a=group:BUNDLE audio video a=msid-semantic: WMS JDwNJMrmZNj84gYNg424N5P6GMcWpoEbWPfH m=audio 1 RTP/SAVPF 111 103 104 0 8 106 105 13 126 c=IN IP4 0.0.0.0 a=rtcp:1 IN IP4 0.0.0.0 a=ice-ufrag:pPY+v+oGYv+DIP6g a=ice-pwd:90JfdXYZMUTgh8rb+3kkwWle a=ice-options:google-ice a=fingerprint:sha-256 CC:19:F4:33:DE:02:DB:46:AC:4F:CE:9F:44:E4:57:77:D9:83:99:09:C5:AC:EA:CA:3C:6E:E5:46:34:82:60:5A a=setup:actpass a=mid:audio a=extmap:1 urn:ietf:params:rtp-hdrext:ssrc-audio-level a=extmap:3 http://www.webrtc.org/experiments/rtp-hdrext/abs-send-time a=sendrecv a=rtcp-mux a=rtpmap:111 opus/48000/2 a=fmtp:111 minptime=10 a=rtpmap:103 ISAC/16000 a=rtpmap:104 ISAC/32000 a=rtpmap:0 PCMU/8000 a=rtpmap:8 PCMA/8000 a=rtpmap:106 CN/32000
ICE|STUN|TURN| Trickle ICE|SDP munging
ICE
STUN
TURN
Audio|Video| Data|Screenshare
HD
Uses Web Tooling
Designed For the Web
What WebRTC Isn’t
Replacement for telephony
Signalling!
DISCOVERABILITY
C DBA
Authentication
Mobile!
However… SDKs
It’s like Building Lego!
Huge Backing
Mozilla
Amazon
Tokbox
Acision
&yet
Twilio
Respoke
+∞
WebRTC in customer service today
Amazon MayDay
75% of Queries FROM Fire HDX USERS come
from MayDAY
ZendesK
Google helpouts
Intelligent Customer Service
webRTC Customer Service Summit
!
Vegas
Increased revenues
Lower cost
cost centre
Better interaction Cost Less
faster interactions
better context
Shave a second off every Call
!
How Much saved per year?
Video enablE your Contact Centre
Customer Privacy
One Way Video/Audio
revenue generator? Or
Just Reduce Cost?
Less High Cost Component Infrastructure
better customer relationship
Remote Working
Metrics!
better customer service WITH
WebRTC
Speech to text
Instant Session Recording
support Direct from the browser
New Devices, New Possibilities
User Tracing !
No Expensive Infrastructure
IVR Hell
Upgrade the Call Media as the situation needs
Near Instant & Simple Screensharing
Maybe…
TIGHT Integration Into Your CRM
You all know it’s about differentiation!
Happy customers SPEND more!
But None of this is NEw
The Peer to Peer & No Plugins bit Is!
What Does Peer to Peer mean to you?
LESS Infrastructure Less Complexity
Cheaper solutions
EXAMPLES You Say?!
SCRAP Your Phone System
OK, That’s a little extreme…
!
But Do-able RIGHT NOW
Enabling in-app calling to concierge|hotel|host
Enabling in-room calling to concierge via IN-ROOM TV
Remove Security Barriers
Thanks!
Questions?@dan_jenkins