WebRTC - In Form Slovakia · browser clients (via WebRTC) Enterprise Video Bridge Desktop video clients •Simplify video conferencing for employees to interact with people outside

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

WebRTC

Michal Sedivy Oracle Communications

Fundamentals & Use Cases


Next Wave to be ridden…

• IP end-to-end

• Smarter Endpoints

• “Unlimited” Core Bandwidth

• Ubiquitous Broadband

• Network Function Virtualization

2


…And a Landslide of Challenges

Customer Experience

PSTN Retirement

Codec Explosion

Signaling Explosion Regulatory

OTT Services

Scale

IPv6

Security Multi-access

3


What is WebRTC?

• A built-in application program interface that enables browser-to-browser and native mobile applications for:

– voice calling

– video chat

– peer to peer data

• Powerful tool for internal and external collaboration

• Easier development and deployment for IT staff

4

Web Server (WebRTC Control)

Peer Connection (Audio, Video, Data)

Gateway Connection


Technology barriers lowered

• No download or plug-in

• Easy to write audio/video service

• WebRTC extends browsers and native mobile apps with audio/video and screen sharing capabilities

• Communications become a feature, not the application

Expansion in vertical industries

5

WebRTC Enables Enterprise Value Creation

Communications Services

Many emerging web-enabled devices

Consumer Services,

Set-top box

Telemedicine Retail Expert Kiosk

Finance

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 6

Commercial WebRTC Services

Video Messaging Video Calling


Oracle’s WebRTC Strategy Highlights

• Focused on communications shifting from PBX to Web & mobile apps

• First Wave:

– Start by leveraging and extending existing UC and CC infrastructure

– Leverage new and unique WebRTC capabilities to syndicate communications to Web, mobile, and more users

• Second Wave: – Capitalize on WebRTC disruptive forces

– Examples: Amazon Mayday, Oracle Service Cloud web self-service

7


Video Conferencing– Guest Access WebRTC - First Wave

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


Enterprise Mobility / Remote Worker WebRTC - First Wave

Use Case

• Provide BYOD mobile UC clients to employees as an extension of existing deskphone experience for mobility & remote worker

• Integrate with existing UC systems to provide a uniform experience across device types

• Integrate with existing directory and identity systems to authenticate remote employees

• Increase productivity while lowering cost by offering voice and video over the Internet for mobile workers

• Transition from deskphone extension to eventual replacement by lightweight UC clients

• Cut down on voice and video client equipment costs for remote workers, cap and reduce VPN phone deployments

• Cap and reduce the cost of installing and upgrading client equipment for remote workers

Value Summary

Business Case

PSTN

Existing Deskphone

Enterprise UC System

Employee Desktop & Mobile

UC Client Apps

Mobile/ Wi-Fi

Enterprise Directory

Web

PSTN


UC Client Consolidation WebRTC - First Wave

Use Case

• Provide a consistent UC client experience across disparate UC/PBX systems

• Provide a single integration layer with backend communication systems for UC clients

• Expand UC capabilities to Web and mobile • Target environments are large enterprises with major

multi-vendor UC,IP-PBX footprint

• Cap maintenance/support expenditures for UC clients from multiple vendors

• Reduce cost of UC client integrations across different communication systems

• A single approach to consolidate UC infrastructure that: – Reduces maintenance expenditures by retiring legacy systems – Manages costs to introduce new features across different systems

Value Summary

Business Case

Web

UC client apps on Tablets, PCs, Smartphones


Contact Center – Remote Agent WebRTC - First Wave

Use Case

• Targeting existing contact centers, simplifying voice delivery to the agent

• Provides flexibility to integrate voice into agent desktop • Minimizing impact on existing contact center with no

change on customer side or infrastructure • Easily and quickly expand remote agent workforce due to

seasonal trends and special events

• Save on hard phone & VPN equipment costs • Reduce time & cost of deployment, maintenance, and

termination of agent voice client • Avoid telephony charges for nailed-up PSTN lines

(Example: 1000 agents with $300K in PSTN cost annually)

Value Summary

Business Case

ACD

IVR

Remote Agent

Customer

Agent

voice

traditional

CRM


In-App Communication WebRTC – Second Wave

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


Web Customer Service WebRTC – Second Wave

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

esca

late

Agent

esca

late

SELF SERVICE


Advanced Customer Experience WebRTC – Second Wave

Use Case

• Offers a ‘Mayday Bundle’ for advanced live engagement, but make it available for any website across any devices (vs. being locked into Kindle only)

• Text chat has a low barrier of entry from customer acceptance, client compatibility, and per interaction handling cost standpoint

• Text chat builds an on-ramp to video & co-browsing

• Live, personalized support without need for brick-and-mortar locations

• Ability to differentiate and charge for higher tier of service • Ability to offer personalized support at user convenience,

but still at reduced cost

Value Summary

Business Case

Live Engagement Bundle

any web property

Video

Co-Browse

Text Chat

Browsing

- higher level of personalization

- see what I see

- customer on-ramp

Customer

Level of Engagement


IVR Replacement WebRTC – Second Wave

Use Case

• Leverage customer browsing context (i.e. URLs followed) and learning knowledge base as a richer selection criteria to route requests directly bypassing the IVR

• Provide direct and more intelligent routing of Web voice escalated from a regular browser session

• Use same rich browsing & knowledge base context to deflect inquiries from live contact or offer callback options

• Leverage richer selection context to qualify potential sale/upsell opportunities & segregate from support inquiries

• Cap IVR maintenance and customization costs by leveraging lower cost Web technologies

• Deploy more precise and automated ways to identify high value versus high cost customer traffic

Value Summary

Business Case WebRTC-enabled website Knowledge Base

& Web Links

Routing Logic

ACD

IVR

Web Voice


Interested? Please contact:

Michal Sedivy

• [email protected]

• +420 773 541 354

mailto:[email protected]


WebRTC - In Form Slovakia · browser clients (via WebRTC) Enterprise Video Bridge Desktop video clients •Simplify video conferencing for employees to interact with people outside

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