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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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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