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WebRTC Challenges in Contact Centers

WebRTC Expo 2013

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State-of-the-Art in Conferencing & Collaboration

Voice, video, text2 or multi-partyWeb or mobile appPSTN callingShare screen, desktop, docsWebcastingReal-time video augmentationAPIs for 3rd parties

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State-of-the-Antiquated?

99.999% reliabilityUniversal interoperabilityIVR with TextSpeechRegulatory compliantSupervisor modesRecording & playbackAPI’s for systems integration

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Contact Center Integration

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click

Application Server

Web Apps

SBC Media ServerAgent

Media Interface

Media Control

SIPSIP

RTP RTP

HTTP

Location

HTTP

• Traditional click-to-callback accelerated by WebRTC

Web-based Application integration

PSTN

Contact Center

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Contact Center Integration

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Web-based callers• Eliminate PSTN

charges• Faster time-to-

resolution• Improved customer

experience

Web Apps

Agent

Media Control

WebRTC Signaling

SIP

SRTP RTP

HTTP

WebRTC Browsers

Application Server

Media InterfaceHTTP

Contact Center

Media Server

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Contact Center Integration

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Web-based agents• WebRTC reduce cost

of supporting remote agents

• Optional video integration

Web Apps

Agent

Media ControlWebRTC Signaling

SRTP

HTTP

Location

WebRTC Browser

Application Server

Media Interface

SBC Media Server

SIP

RTPPSTN

Contact Center

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Case Study – the TravelAgency

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TravelAgent

TravelAgent

TravelAgent

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Challenge: Multi-party topology

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Desktop SIP video client

Video stream

Android tablet with SIP client

WebRTC browser

iPad with SIP client

Android smartphone with SIP client

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Peer-to-Peer Mesh

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Works for a few parties

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Peer-to-Peer Mesh

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Doesn’t scale for many parties

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Streamline with Media Server

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MCU

Multipoint Control Unit (MCU)• Provides scalability• Improves mobile

performance• Dynamic back-end

control

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Challenge: mixed capabilities

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Desktop SIP video clientAndroid tablet with SIP client

WebRTC browser

iPad with SIP client

Android smartphone with SIP client

1920x108030 FPSH.264

640x48015 FPSH.261

352X28830 FPS

VP8

1280x72025 FPS

VP8

1280x72030 FPS

VP8

1280x72030 FPSH.264

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Challenge: Mobile

Supporting WebRTCScreen sizeCamera resolutionsCodecsBattery life

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Application Integration

Application Control Protocols:

MSML (SIP based)RESTful API (http based)JSR309 (Java based)VXML (script based)NETANN (SIP)Javascript/JSON

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NetAnnJSR 309

Connector

WebRTC Enabled Browsers

PowerMedia™ XMS

MRCPv2 Speech Server (ASR/TTS)

RTSP ServerNetwork Camera

Common SIP Endpoints

VXML

RESTful API

MSML

Web Mgmt

Web Console & RESTful Management API

Application Server

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Summary - Solving WebRTC Media Challenges

Challenge SolutionsCentralized

MixingTranscoding/ Transrating

Application Interworking

Leveraging existing infrastructure Leveraging existing phones/clients Multi-party conferencing Optimizing for mobile Rapid application development

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