WebRTC Challenges in
Contact Centers
WebRTC Expo 2013

COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESE...
State-of-the-Art in Conferencing & Collaboration
Voice, video, text
2 or multi-party
Web or mobile app
PSTN calling
Share ...
State-of-the-Antiquated?

99.999% reliability
Universal interoperability
IVR with TextSpeech
Regulatory compliant
Supervi...
Contact Center Integration
Contact Center

Web-based
Application
integration
•

HTTP

Web Apps

Application
Server

click
...
Contact Center Integration
Contact Center

Web-based
callers
•
•
•

HTTP

Web Apps

Eliminate PSTN
charges
Faster time-tor...
Contact Center Integration
Contact Center

Web-based
agents
•
•

HTTP

Web Apps

WebRTC reduce cost
of supporting remote
a...
Case Study – the TravelAgency

7
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED.

7
Challenge: Multi-party topology

iPad with SIP client

Video stream
WebRTC browser

Desktop SIP video client

Android tabl...
Peer-to-Peer Mesh

Works for a few
parties

9
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED.

9
Peer-to-Peer Mesh

Doesn’t scale
for many parties

10
COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESER...
Streamline with Media Server

Multipoint Control
Unit (MCU)
• Provides scalability
• Improves mobile
performance
• Dynamic...
Challenge: mixed capabilities
1280x720
30 FPS
H.264

1920x1080
30 FPS
H.264

iPad with SIP client

1280x720
30 FPS
VP8
Web...
Challenge: Mobile
Supporting WebRTC
Screen size
Camera resolutions
Codecs
Battery life

13
COMPANY CONFIDENTIAL © COPYRIGH...
Application Integration
Application Control
Protocols:
MSML (SIP based)
RESTful API (http based)
JSR309 (Java based)
VXML ...
Summary - Solving WebRTC Media Challenges
Challenge

Leveraging existing infrastructure
Leveraging existing phones/clients...
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WebRTC Challenges in Contact Centers

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Chad Hart's presentation for the Conferencing and Collaboration session at the WebRTC Conference and Expo in Santa Clara 2013.

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  • Many consumer-oriented services are changing expectations about confernecing
  • Current systems seem primitive from a UI perspective, but on the back-end they are extremely sophisticatedMost contact center providers do not have the option of rebuilding all this infrastructure from scratch just to take advantage of WebRTCBack-end Contact center requirements mostly stay the same
  • Leverage a web-oriented back-end.Integration with web services for click-to-call-back helps to evolve infrastructure to support direct WebRTC callingNot new to WebRTC, but accelerated by it as WebRTC creates more CC appsMaybe some dataChannel use in the future to help lower web->contact center latencies
  • Faster time to customer delight = repeat customers; more salesFaster resolution time = lower costs
  • WebRTC – helps minimize IT costsOk today since IT can mandate which browser agents useVideo – not for every transaction; high-value customers
  • Latin American Call centerMove to video kiosks Target: high value international travelers & touristsPhase II: Expand to tablets/mobileBusiness model: leverage existing agents & infrastructure; expand presence for more revenue
  • One of the biggest challenges with WebRTC as a peer-to-peer oriented service is how to support multiple partiesThese examples show video, but the same issues exist in audio too
  • In most WebRTC design is additional bi-directional stream is added for each party.Each end-point must fully encode and decode the stream for each party.
  • This clearly does not scale, especially for mobile devices with limited processing power, battery, and bandwidth.
  • The better approach is to centralize and mix all the media in an MCU and send a single or subset of streams to the each device.
  • This approach also allows optimization for different devices and changing conditions,The media server can adapt the stream for each end point’s unique capabilities
  • One of the largest challenge areas for WebRTC is mobileMobile devices – phones and tablets – can have large variances in screen sizes and camera support. Sending an HA video stream is excessive for a low resolution display.Most smart mobile devices on the market today have hardware acceleration for H.264 – extremely few have this for VP8, the predominate WebRTC codec in browsers today.Video encoding/decoding without hardware accelerate consumes significant processing powerHigh processing power = high battery drain
  • Lastly, since few contact centers have the luxury of starting from scratch, robust support for existing media server interfaces is critical for minimizing integration time and costs.However, more web-oriented interfaces are important for customization and adding future capabilities.
  • WebRTC Challenges in Contact Centers

    1. 1. WebRTC Challenges in Contact Centers WebRTC Expo 2013 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED.
    2. 2. State-of-the-Art in Conferencing & Collaboration Voice, video, text 2 or multi-party Web or mobile app PSTN calling Share screen, desktop, docs Webcasting Real-time video augmentation APIs for 3rd parties 2 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 2
    3. 3. State-of-the-Antiquated? 99.999% reliability Universal interoperability IVR with TextSpeech Regulatory compliant Supervisor modes Recording & playback API’s for systems integration 3 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 3
    4. 4. Contact Center Integration Contact Center Web-based Application integration • HTTP Web Apps Application Server click Media Interface Traditional click-tocallback accelerated by WebRTC Location SIP SIP Media Control PSTN RTP RTP Agent SBC Media Server 4 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 4
    5. 5. Contact Center Integration Contact Center Web-based callers • • • HTTP Web Apps Eliminate PSTN charges Faster time-toresolution Improved customer experience Application Server Media Interface HTTP WebRTC Signaling SIP Media Control SRTP RTP Agent Media Server WebRTC Browsers 5 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 5
    6. 6. Contact Center Integration Contact Center Web-based agents • • HTTP Web Apps WebRTC reduce cost of supporting remote agents Optional video integration Application Server Media Interface SIP Location WebRTC Signaling Media Control Agent PSTN RTP SBC Media Server WebRTC Browser 6 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 6
    7. 7. Case Study – the TravelAgency 7 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 7
    8. 8. Challenge: Multi-party topology iPad with SIP client Video stream WebRTC browser Desktop SIP video client Android tablet with SIP client Android smartphone with SIP client COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 8 8
    9. 9. Peer-to-Peer Mesh Works for a few parties 9 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 9
    10. 10. Peer-to-Peer Mesh Doesn’t scale for many parties 10 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 10
    11. 11. Streamline with Media Server Multipoint Control Unit (MCU) • Provides scalability • Improves mobile performance • Dynamic back-end control MCU 11 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 11
    12. 12. Challenge: mixed capabilities 1280x720 30 FPS H.264 1920x1080 30 FPS H.264 iPad with SIP client 1280x720 30 FPS VP8 WebRTC browser 640x480 15 FPS H.261 Desktop SIP video client Android tablet with SIP client 352X288 30 FPS VP8 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. Android smartphone with SIP client 12 1280x720 25 FPS VP8 12
    13. 13. Challenge: Mobile Supporting WebRTC Screen size Camera resolutions Codecs Battery life 13 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 13
    14. 14. Application Integration Application Control Protocols: MSML (SIP based) RESTful API (http based) JSR309 (Java based) VXML (script based) NETANN (SIP) Javascript/JSON MRCPv2 Speech Server (ASR/TTS) Network Camera RTSP Server Application Server NetAnn VXML PowerMedia™ XMS JSR 309 Connector RESTful API MSML Web Mgmt Common SIP Endpoints WebRTC Enabled Browsers Web Console & RESTful Management API 14 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 14
    15. 15. Summary - Solving WebRTC Media Challenges Challenge Leveraging existing infrastructure Leveraging existing phones/clients Multi-party conferencing Optimizing for mobile Rapid application development Solutions Centralized Transcoding/ Application Mixing Transrating Interworking         15 COMPANY CONFIDENTIAL © COPYRIGHT 2013 DIALOGIC INC. ALL RIGHTS RESERVED. 15
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