Contact Center Market Trends - Comstormedia.gswi.westcon.com/media/WestconSecurityItaly... · Title: Contact Center Market Trends Author: gvegetti Keywords: Oracle corporate Tagline

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

Oracle Communications WebRTC Session Controller Seize the power of Real Time Communications over the Web

Dream IT July 7th 2016 Gianluca Vegetti Principal Sales Consultant [email protected] +39 3484546535

Oracle Confidential – Internal/Restricted/Highly Restricted


Program Agenda

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Oracle Communications Enterprise Overview

WebRTC Technology Overview

Oracle WebRTC Session Controller and Case Studies

Oracle Confidential – Internal/Restricted/Highly Restricted 3


Program Agenda

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Copyright © 2016 Oracle and/or its affiliates. All rights reserved. | 5

Oracle Communications: A Global Business Unit

MiddleWare

DataBase

Hardware

Applications

Glo

bal

Bu

sin

ess

Un

its

Tech

no

logi

es

Routes 1 Billion Calls & Text messages

Delivers 8.3 Billion E-Mails

Secures 1500 Networks

EVER

Y D

AY


Enterprise

Oracle Powering Business Transformation

6

Services

Networks

Employees

Customers

Communications Infrastructure • Multivendor session delivery • Network monitoring, fraud

prevention & security • Compliance recording

Customer Experience • Voice & video enabled web

experiences • Comms-enabled mobile apps • Contact center call recording

Enterprise Collaboration • Open standards messaging,

scheduling, presence and IM • Real time voice and video • UC federation

Digital Business • Billing and revenue management • Service orchestration and activation • IoT communications for people and

devices


Ven

do

r-N

eutr

al

Serv

ice

Laye

r

The Oracle Communication Infrastructure Enterprise journey


SIP Trunk

SIP TRUNKING

Enterprise Session Border Controller (ESBC)

Increase ROI by Converting

TDM trunks to SIP

Enterprise Operations Monitor (EOM)

Ensure Quality, Reduce MTTR and Increase IT Customer Satisfaction

REAL-TIME MONITORING

Enterprise Communications Broker (ECB)

Simplify Multi-Vendor UC

Networks and Enable Best-of-Breed Communications

Networks

MULTI-VENDOR UC COMMUNICATION-ENABLED BUSINESS APPLICATIONS

Comms Middleware • Call center resiliency • Click-to-call capabilities • Web services APIs for rapid

deployment • API management secures

the network

WebRTC Session Controller • Rapidly deploy web-based

communication for better UC & call center experiences

Interactive Session Recording (ISR) • Flexible and efficient

SIPREC recording for compliance

• Integrates with E-SBC

Email, Calendaring, IM • Efficient and scalable

collaboration solution Service Provider Enterprise

CUSTOMER EXPERIENCE

COMPLIANCE


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• Easy to write audio/video service

• WebRTC extends browsers with audio/video and data sharing capabilities

• Communications become a feature, not the application

No download or plug-in

Your Browser is Ringing!

Communications

Services

Set-Top Box

Telemedicine

Game Console

Many emerging web-enabled devices

Finance

Chat / IM

Audio / Video Data Sharing

RING!!


WebRTC @ Glance

WebRTC offers real time communication natively from a web browser or mobile app

72% WebRTC capable browser share, including Mobile, Tablet and desktop *

API WebRTC is a “Media Engine” with javascript API

WebRTC is a technology, NOT a solution AND open source projects too

10 Oracle Confidential – Internal/Restricted/Highly Restricted

* Source: W3Counter, May 2016 - http://www.w3counter.com/globalstats.php?year=2016&month=5


Web Customer Service Use Case

• Offer faster web-based service tools where most interactions with a business begin, on the Web

• 72% of customers prefer web self-service, but only 52% find what they need

• Knowledge management closes the gap by learning and updating the data based on customer feedback

• Deflect more customer issues to self-service • Offer live engagement using web channels at a

lower cost per interaction • Allow live engagement as an escalation path from self-

service, reinforcing self-service for solving future issues • Offer live engagement with the right context when needed

to reduce resolution time

Value Summary

Business Case Web Self Service

Cu

sto

me

r

Knowledge Management

Feedback & Learn

LIVE CHAT

WEB VOICE & VIDEO es

cala

te

Agent

esca

late

SELF SERVICE


In-App Communication Use Case

• Open new mobile channels of communication with your customers

• Greater level of control than a phone number over when the customer communicates and with whom

• Not just about providing customer support, but new ways to interact with your customers, to sell more, gather data using their mobile, provide better brand experience, etc.

• Fastest and most portable way to add voice/video to customer-facing mobile apps in terms of implementation time and cost across different mobile platforms

• Reducing costs and saving time by more control over when the customer is offered the live interaction and how that interaction is routed

• Industry-specific scenarios leveraging customer’s mobile device

Value Summary

Business Case

Enterprise

Customer App

Mobile device

voice

video

data


Video Conferencing – Guest Access Use Case

‘Guest’ browser clients (via WebRTC)

Enterprise Video Bridge

Desktop video clients

• Simplify video conferencing for employees to interact with people outside the company

• Remove friction in using video for external collaboration, sales, service, recruiting, etc

• Ability to expand existing video conferencing bridge to more users, use cases

• Better utilization of existing video bridge investments • Save on travel costs by allowing more external video

conference participants • Derive efficiency through remote collaboration and

engagement

Value Summary

Business Case


Smart Working


Desktop video clients

Web

Existing Voice And Video network

Any WebRTC client

Existing phones

Use Case

• Leverage internet connectivity for providing access to existing voice and video network

• Enables Bring Your Own Device approach (any browser, any smartphone or tablet)

• Connect from any where with any device

• New capability for existing service, no price increase • Reduced workload on support organization. No thick client

to maintain on end user device • Reduced roaming costs. High quality voice calls can be set

up over any internet connection, e.g. public hotspots, hotel rooms, …

Value Summary

Business Case


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Adopting WebRTC

Technology and Standards Maturity Infrastructure and Service Delivery

Interworking with traditional Comms Authentication and Identity Management


Why Oracle Communications WebRTC Session Controller

• Simplify web app development

• Integrates with existing VoIP network

• Enables RTC in browsers and mobile apps

• Enterprise-grade authentication and encryption

• Overcomes Web service interruptions

• Enables device handoffs

• Customizable application logic

Contact Center

WWW

WebRTC Communications

PSTN SIP Trunks


Commercial WebRTC Services Case Study

Copyright © 2016 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 19

Opening Bank Accounts

Company • Spanish Bank

Customer Use Case • Opening Bank accounts using the mobile

phone, without physically interacting with an agent/manager

• Everything done with a mobile app

Case Study


Insurance Claims Adjustment

20

Summary • Property and casualty insurer continuing

to improve claims-management model by introducing a new tool for remote motor claim processing.

• More efficient claims handling process

Case Study

Company • French Insurance Company


Video Relay Service (VRS)

21

Summary • Video relay service that enables users

to place and receive calls through a professional American Sign Language (ASL) interpreter via a videophone and a high-speed internet connection.

• Business Model: Paid by government for number of interpreter session provided.

• Use of WebRTC:

– Enabling Audio, Video calls through Sorenson’s iOS and Android touch clients

– Connected to the Sorenson’s contact center at the backend

Case Study


Employment Services


Company • French Government agency mainly

providing employment services

Customer Use Case • Video calls between companies and job

seekers, involving: – 3 parties (moderator, job seeker, and company

worker).

– Audio and video calls

– Content sharing (CV, questionnaires, etc.).

• Web based training with 5 or more participants.

Case Study


Web-Phone Case Study

• Allows remote access to telephony features anywhere in the world

• Easy alternative when phone is lost/dead • Avoid roaming or multi-SIM use

• Differentiating feature • Increases usage of CSP’s network • Potential new revenue

Value Summary

Business Case

Company • UPCNet is a spanish IT company that wanted to

replace their Java Client with WebRTC


“Contactez-Nous”

Company • Prosodie provides a cloud-based

customer interaction management solution.

Customer Use Case

• WSC is used for distribution of WebRTC enabled contact center agent interactions over voice on web and mobile channels

https://www.oracle.com/corporate/pressrelease/prosodie-capgemini-deploys-oracle-webrtc-session-controller-093015.html

http://www.prosodie.fr/

















Custom built applications

Pre-built applications

TIME TO MARKET

FLEX

IBIL

ITY

WebRTC apps: “buy vs build” dilemma


Partner provided pre built apps



Safe Harbor Statement

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.



Contact Center Market Trends - Comstormedia.gswi.westcon.com/media/WestconSecurityItaly... · Title: Contact Center Market Trends Author: gvegetti Keywords: Oracle corporate Tagline

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