a COMMUNICATING IN CONTEXT INTEGRATING CHAT, VOICE AND VIDEO INTO YOUR APPS
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a
COMMUNICATING IN CONTEXTINTEGRATING CHAT, VOICE AND VIDEO INTO YOUR APPS
© 2009 - 2016 Twilio, Inc. All rights reserved.
© 2009 - 2016 Twilio, Inc. All rights reserved.
© 2009 - 2016 Twilio, Inc. All rights reserved.
© 2009 - 2016 Twilio, Inc. All rights reserved.
AL COOK | @CALOZPOM
AL COOK | @CALOZPOM
EVERY APP IS A COMMUNICATIONS
APP.
Communications moving from standalone to
contextual.
AL COOK | @CALOZPOM
EVERY APP IS A COMMUNICATIONS
APP.
Communications moving from standalone to
contextual.
© 2009 - 2016 Twilio, Inc. All rights reserved.
AL COOK | @CALOZPOM
THE PATH TO GET THERE
E N D C A L L
John Smith
Wallace Grommit
SOFTWARE ENGINEER
ACCT MNGR
8 moCONTRACT
California, USALOCATION
@jsmith2Looking forward
to this new #twilio
product realse.
CREDIT LIMIT
THE BUSINESS SIDE
interactive mode
THE CONSUMER SIDE
AL COOK | @CALOZPOM
TWILIO CLIENT
WebRTC SDK for JS, iOS and Android
Use when you need to connect VoIP on one side to PSTN or SIP
Exposed through SDK, controlled by TwiML and REST.
Works with <Conference> <Record>
Ready Not Ready
© 2009 - 2015 Twilio, Inc. All rights reserved.
IMPROVING THE CONSUMER’S EXPERIENCE
© 2009 - 2014 Twilio, Inc. All rights reserved.
AL COOK | @CALOZPOM
A SUITE OF IP COMMUNICATIONS PRODUCTS
TWILIO CLIENT
NETWORK TRAVERSAL
TWILIO VIDEO
TASKROUTER
IP MESSAGINGSIP REGISTRATION
NEW PRODUCT
AL COOK | @CALOZPOM
TITLE TEXT
DON’T EJECT YOUR USERS
DEMO OWL AIR
AL COOK | @CALOZPOM
TWILIO VIDEO
WebRTC SDK for JS, iOS and Android
Use for voice and video calls where all ends are SDKs
Exposed through SDK and controlled through SDK
No integration today with <Conference> <Record>
AL COOK | @CALOZPOM
NETWORK TRAVERSAL
Used from Twilio Video, but can also be used as standalone service
Provides the STUN lookups needed to negotiate peer to peer
Provides TURN relay to get around restrictive firewalls (symmetric NAT, port restrictions)
AL COOK | @CALOZPOMPHOTO CREDIT: GILLES LAMBERT VIA
It’s 2016 and you still can’t message a business like you would a friend. Let’s fix that.
- Ben Eidelson
AL COOK | @CALOZPOM
IP MESSAGING
Multi-party chat capabilities for iOS, Android and JS with history and state sync’d across multiple devices
Chat specific convenience functions like typing indicators, read state, push notifications
Can transmit rich multimedia content or user defined JSON objects for embedding contextual data
AL COOK | @CALOZPOM
IN APP CHAT
Users can message without leaving the app
ING
DEMO OWL FINANCE
STITCHING MULTIPLE CHANNELS TOGETHER
TASKROUTER
TASKROUTER GIVES OMNICHANNEL ROUTING
AL COOK | @CALOZPOM
{"skill":"support",}
{"skill":"sales",}
123
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{"skill":"support",}
{"skill":"sales",}
123
123
{"skill":"support",}
{"skill":"sales",}
123
123
{"skill":"support",}
{"skill":"sales",}
123
123
{"skill":"support",}
{"skill":"sales",}
123
123
{"skill":"support",}
{"skill":"sales",}
123
123
{"skill":"support",}
{"skill":"sales",}
123
123
{"skill":"support",}
{"skill":"sales",}
123
123
TWILIO
YOUR APP SERVER
AL COOK | @CALOZPOM
STITCHING IT ALL TOGETHER WITH CONTEXT
ROUTING CONTEXT PRESENTATION CONTEXT INTERACTION CONTEXT
Username GPS Location Text Language Device Capabilities Skills Required to Handle
Name Account History Reason for call Customer Journey up to now
Starting Video Feed Drawing on Video Data Input Signing Select between options Image Share
AL COOK | @CALOZPOM
TRANSFERRING THAT CONTEXT
ROUTING CONTEXT PRESENTATION CONTEXT INTERACTION CONTEXT
Username GPS Location Text Language Device Capabilities Skills Required to Handle
Name Account History Reason for call
Drawing on Video Data Input Signing Select between options Image Share
TASKROUTERDATA STRUCTURE e.g. IP Messaging
or Firebase
USING TASKROUTER ACROSS THE CHANNELS
AL COOK | @CALOZPOM
Create a task automatically in your TwiML response to
the voice call
Create a task when receiving webhook
For conversational use cases, only if no active task for
sender exists
Create a task instead of initiating
video call.
Initiate video call when task assigned
Create a task at same time as
creating channel.
When task assigned, add
agent to channel.
AL COOK | @CALOZPOM
A SUITE OF IP COMMUNICATIONS PRODUCTS
TWILIO CLIENT
NETWORK TRAVERSAL
TWILIO VIDEO
TASKROUTER
IP MESSAGING
NEW PRODUCT
SIP REGISTRATION
AL COOK | @CALOZPOM
TWILIO CLIENT
GENDER-MASKING INTERVIEWS
ALINE LERNER (INTERVIEWING.IO)
TUESDAY 6PM
IN-APP COMMUNICATIONS
DANE GARDNER (PORCH)
WEDNESDAY 4.15PM
CROWDSOURCED CONTEXTUAL COMMS
DARYN NAKHUDA (SPARE5)
WEDNESDAY 5.25PM
AL COOK | @CALOZPOM
TWILIO VIDEO
WEBRTC ON MOBILE
CHRIS EAGLESTON (TWILIO)
WEDNESDAY 1.10PM
IOS CAPTURING & RENDERING
CHRIS EAGLESTON (TWILIO)
WEDNESDAY 2PM
EMOTIONALLY AWARE VIDEO
EVAN CUMMACK (TWILIO)
WEDNESDAY 11.50AM
AL COOK | @CALOZPOM
IP MESSAGING
ADD CHAT TO IOS APPS
RANDY BEITER (TWILIO)
WEDNESDAY 3.40PM
ADD ENCRYPTION TO CHAT
DMITRY DAIN (VIRGIL SECURITY)
WEDNESDAY 4.15PM
HOW TWILIO USES TWILIO
BILLY CHIA (TWILIO)
WEDNESDAY 11.30AM
AL COOK | @CALOZPOM
NEW PRODUCTS
NEW PRODUCT
VIKTOR MULLER (TWILIO)
WEDNESDAY 2.35PM
NEW TWILIO SIP FEATURES
ANNIE BENITEZ PELAEZ (TWILIO)
TUESDAY 3.40PM
AL COOK | @CALOZPOM
TASKROUTER
TASKROUTER AND AWS LAMBDA
DAVID ROBERTS (ELOCAL)
TUESDAY 1.20PM
HOW TWILIO USES TWILIO
BILLY CHIA (TWILIO
WEDNESDAY 11.30AM
OMNI-CHANNEL ROUTING BOTS
AL COOK (TWILIO)
WEDNESDAY 2PM
BUILDING A CONTACT CENTER
AMEER BADRI (TWILIO)
WEDNESDAY 4.50PM
YOUR NAME | TWITTER
JUST LIKE SEARCH IS BECOMING INTEGRATED EVERYWHERE
COMMUNICATIONS IS BECOMING INTEGRATED EVERYWHERE
JUST LIKE “GOING ONLINE” IS NO LONGER A THING...
IT’S NOT ABOUT COMMUNICATION BEING A FEATURE OF SOFTWARE
IT’S WHAT YOU CAN DO WHEN COMMUNICATION IS THE USER INTERFACE
?
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