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Sippo and WebRTC
as a digital enabler
Intro to WebRTC and role of Sippo
Audio & video
Live chat
File transfer
Screen sharing
Co-browsing, form
sharing, etc.
Sippo / Multi-device support
Sippo to work in any device
Browsers hide specific OS implementations
Plugins to provide capabilities to browsers with no native support
1
2
3
Also applications available for
Windows, Linux and Mac.
complementing the
browser/smartphone versions
Sippo / Multi-device support
WebRTC runs on devices that have a web browser
It provides easily interactivity capacities to web streaming services,
complementing HTML5 player possibilities.
http://iswebrtcreadyyet.com/
Sippo / In-App customer care
Better CX
Reduce cost in SIP trunks or
toll-free lines
Scenario
Enterprises that have
invested in B2B or B2C
smartphone applications and
want to add real-time video
or audio
Solution
Sippo Click-to-call is
embedded into existing apps
with minimal effort.
It can also be integrated into
HTML mobile sites (Android)
Benefit
Including only specific
WebRTC elements
Agent view
Sippo / What about co-browsing?
The idea here is "to help navigate to an external user". We have two main actors: the user
that will request navigation help, and the agent that will provide navigation instructions
1. Simple screensharing: agent helps verbally
2. Screensharing + fixed visual indications: transparent whiteboard layer over
screen
3. Screensharing + fadeOut visual indications: same as before but removing
automatically marks after few seconds
4. Form sharing: synchronize forms fields on both sides
5. DOM navigation: the page is loaded by user and agent, and if one of them makes
click, the navigation is communicated to the other side and replicated.
6. RDP or complete sharing experience: To have control of the user input
devices (keyboard, mouse, etc) and control all actions done as the screen output.
Sippo / Buy vs build dilemma
Integration
HTML5
Applications
Multi platform
SDKs
Use cases
Different targets
Sippo WAC as an
application server.
Sippo / Buy vs build dilemma
Customizable HTML5 applications
Quobis has a number of ready-to-use WebRTC
applications that can be tailored for different use cases.
Those applications provide a very short time-to-market.
Development with building blocks
By leveraging the existing module included in the working
and tested code of sippo.js toolkit, Quobis is positioned to
deliver WebRTC applications focusing on the business
application logic.
Sippo / Buy vs build dilemma
Building from
scratch
Sippo
building-blocks
Sippo
pre-built
applications
TIME TO MARKET
FLEXIBILITY
Sippo / Reporting
Concept
⇥ Get stats and details directly from your
WAC instance
⇥ Web interface & CLI support
Sippo / Reporting
Active users monitor
Export CSV files
Connect your system through
WAC S-API
WebRTC QoS details
Scope limited data by domain
only
Click To Call campaign
monitoring
Budget and context information
exposure
Browser identification
13
Sippo improves
customer care
Use cases
Document review
Cobrowsing through bills, PDFs,...
ID verification
Customer onboarding, activation,...
Video evaluation
Insurance claims, expert support,...
Assistance to navigate
eCommerce, cobrowsing, ...
Telemedicine
Live evaluation, eHealth ...
Use case / Bill review
Web
Visitor
Scenario
Utility company which needs to
reduce average call length.
Solution
Using “Screen Sharing”,
customers can see an
invoice live while the agent
explains all the details, right
from the browser.
Benefit
Better customer experience
and savings in agent’s time.
Agent
Use case / Bill review
Use case / Customer ID verification
Scenario
Banks or insurance
companies that need to
enroll new customers online,
including ID verification.
Solution
Customer will take a pic of
this ID and show it live to the
agent. The entire process is
recorded for compliance and
fraud prevention.
Benefit
Potential customer become
real customers without
physically going to an office.
Full E2E digital process.
More info here
References / BBVA
Use case / Customer ID verification
A customer can activate remotely a card (SIM card, credit, fidelity, etc) just making
a video call in a similar way to the customer onboarding journey.
Use case / Video evaluation: Insurance claims
Scenario
Insurance companies that
need to understand the
customer situation and
context after a car crash
Solution
Customer will receive a SMS
that will trigger a video
session with an agent
Benefit
Agent can see and record the
video in real time. He will also
be able to give advice and
recommendations to the
customer. Reduce fraud.
Use case / Video evaluation: Support Services
Scenario
Companies that provide Field
Support Services and need to
improve how they train their
end-customer to gain
know-how on their solutions
Solution
Sippo Click-To-Call can be
integrated into existing
customer care apps. Camera
selection also helps to better
diagnose on-site failures
Benefit
Solve issues faster and
reduce errors with
communications in context.
References / Schneider Electric
Use case / Assistance to navigate
Through contextual information, screen-sharing or co-browsing, an agent can help
customer to navigate through web sites.
User view
Agent view
Use case / Assistance to navigate
More info here
Use case / Assistance to navigate
Agents can see the
shopping cart contents
(and additional context
information) right on
Sippo interface.
Use case / Remote health assistance
No needs for installation of
special software.
Also available on mobile devices.
Scenario
Communication of wireless
3G/4G audio-video data and
point-of-care device data,
across hospitals, emergency
vehicles and patient portals at
home.
Solution
Sippo Web Collaborator can
be easily integrated into
existing Health Information
Systems
Benefit
References / Mutua Universal
References / Zebra (emergencies - Belgium)
:)
THANKS

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WebRTC and Sippo for digital customer engagement

  • 1.
  • 2. 2 Sippo and WebRTC as a digital enabler
  • 3. Intro to WebRTC and role of Sippo Audio & video Live chat File transfer Screen sharing Co-browsing, form sharing, etc.
  • 4. Sippo / Multi-device support Sippo to work in any device Browsers hide specific OS implementations Plugins to provide capabilities to browsers with no native support 1 2 3 Also applications available for Windows, Linux and Mac. complementing the browser/smartphone versions
  • 5. Sippo / Multi-device support WebRTC runs on devices that have a web browser It provides easily interactivity capacities to web streaming services, complementing HTML5 player possibilities. http://iswebrtcreadyyet.com/
  • 6. Sippo / In-App customer care Better CX Reduce cost in SIP trunks or toll-free lines Scenario Enterprises that have invested in B2B or B2C smartphone applications and want to add real-time video or audio Solution Sippo Click-to-call is embedded into existing apps with minimal effort. It can also be integrated into HTML mobile sites (Android) Benefit Including only specific WebRTC elements Agent view
  • 7. Sippo / What about co-browsing? The idea here is "to help navigate to an external user". We have two main actors: the user that will request navigation help, and the agent that will provide navigation instructions 1. Simple screensharing: agent helps verbally 2. Screensharing + fixed visual indications: transparent whiteboard layer over screen 3. Screensharing + fadeOut visual indications: same as before but removing automatically marks after few seconds 4. Form sharing: synchronize forms fields on both sides 5. DOM navigation: the page is loaded by user and agent, and if one of them makes click, the navigation is communicated to the other side and replicated. 6. RDP or complete sharing experience: To have control of the user input devices (keyboard, mouse, etc) and control all actions done as the screen output.
  • 8. Sippo / Buy vs build dilemma Integration HTML5 Applications Multi platform SDKs Use cases Different targets Sippo WAC as an application server.
  • 9. Sippo / Buy vs build dilemma Customizable HTML5 applications Quobis has a number of ready-to-use WebRTC applications that can be tailored for different use cases. Those applications provide a very short time-to-market. Development with building blocks By leveraging the existing module included in the working and tested code of sippo.js toolkit, Quobis is positioned to deliver WebRTC applications focusing on the business application logic.
  • 10. Sippo / Buy vs build dilemma Building from scratch Sippo building-blocks Sippo pre-built applications TIME TO MARKET FLEXIBILITY
  • 11. Sippo / Reporting Concept ⇥ Get stats and details directly from your WAC instance ⇥ Web interface & CLI support
  • 12. Sippo / Reporting Active users monitor Export CSV files Connect your system through WAC S-API WebRTC QoS details Scope limited data by domain only Click To Call campaign monitoring Budget and context information exposure Browser identification
  • 14. Use cases Document review Cobrowsing through bills, PDFs,... ID verification Customer onboarding, activation,... Video evaluation Insurance claims, expert support,... Assistance to navigate eCommerce, cobrowsing, ... Telemedicine Live evaluation, eHealth ...
  • 15. Use case / Bill review Web Visitor Scenario Utility company which needs to reduce average call length. Solution Using “Screen Sharing”, customers can see an invoice live while the agent explains all the details, right from the browser. Benefit Better customer experience and savings in agent’s time. Agent
  • 16. Use case / Bill review
  • 17. Use case / Customer ID verification Scenario Banks or insurance companies that need to enroll new customers online, including ID verification. Solution Customer will take a pic of this ID and show it live to the agent. The entire process is recorded for compliance and fraud prevention. Benefit Potential customer become real customers without physically going to an office. Full E2E digital process. More info here
  • 19. Use case / Customer ID verification A customer can activate remotely a card (SIM card, credit, fidelity, etc) just making a video call in a similar way to the customer onboarding journey.
  • 20. Use case / Video evaluation: Insurance claims Scenario Insurance companies that need to understand the customer situation and context after a car crash Solution Customer will receive a SMS that will trigger a video session with an agent Benefit Agent can see and record the video in real time. He will also be able to give advice and recommendations to the customer. Reduce fraud.
  • 21. Use case / Video evaluation: Support Services Scenario Companies that provide Field Support Services and need to improve how they train their end-customer to gain know-how on their solutions Solution Sippo Click-To-Call can be integrated into existing customer care apps. Camera selection also helps to better diagnose on-site failures Benefit Solve issues faster and reduce errors with communications in context.
  • 23. Use case / Assistance to navigate Through contextual information, screen-sharing or co-browsing, an agent can help customer to navigate through web sites. User view Agent view
  • 24. Use case / Assistance to navigate More info here
  • 25. Use case / Assistance to navigate Agents can see the shopping cart contents (and additional context information) right on Sippo interface.
  • 26. Use case / Remote health assistance No needs for installation of special software. Also available on mobile devices. Scenario Communication of wireless 3G/4G audio-video data and point-of-care device data, across hospitals, emergency vehicles and patient portals at home. Solution Sippo Web Collaborator can be easily integrated into existing Health Information Systems Benefit
  • 27. References / Mutua Universal
  • 28. References / Zebra (emergencies - Belgium)