GIVING BETTER
CUSTOMER SUPPORT
USING WEBRTC
Dan Jenkins
@dan_jenkins

Who am I?

DAN JENKINS
Primarily a Node.js Developer
Love Lego
Founder of Nimble Ape
www.nimbleape.com
@dan_jenkins

WebRTC and ME

WebRTC AND ME
Was a web developer
Was part of a transition to VoIP Years Ago
Voip is Difficult
For the Past Year, working on a new WebRTC Service

The next 40 minutes…

What IS WebRTC?

What WEBRTC Isn’t

BackING

WebRTC in
Customer Service
Today

Using WebRtc For
Intelligent
Customer Service
Clever
Astounding
Knowledgeable
Intelligent
Awesome
Capable
Resourceful
Ingenious
Comprehensive
Smart
Alert
Bright

Using WebRTC to
give better
customer service

Who’s in
the room?

What is WebRTC?

DISRUPT!

Web Real-Time
Communication

It’s a technologY

WebRTC is LIKE a story

Peer to Peer
Look mom, no servers

Mandatory Encryption

browsers

Devices Too!

Over 6.2 Billion By 2018

Plugin freE… mostly.

it’s complicated
PeerConnection API ✔ ✔ ✔ ✔ ✗ ✗ ✔
ORTC API ✗ ✗ ✗ ✗ ✗ ✗
getUserMedia ✔ ✔ ✔ ✔ ✗ ✔
simulcast ✔ ✗ ✗ ✗ ✗ ✗
mediaConstraints ✗ ✗ ✗
TURN support ✔ ✔ ✔ ✔ ✗ ✗ ✔
MediaStream API ✔ ✔ ✗ ✗ ✔
WebAudio Integration ✔ ✔ ✔ ✔ ✗ ✗ ✔
dataChannels ✔ ✔ ✔ ✔ ✗ ✗ ✔
Screen Sharing ✗ ✗ ✗ ✗
Stream re-broadcasting ✗ ✗ ✗ ✗ ✗
Multiple Streams ✔ ✔ ✗ ✗ ✗ ✗ ✔
Solid Interop ✗ ✗
Echo cancellation ✔ ✔ ✗ ✗

ORTC|WebRTC 1.1

Media Channels

Data Channels

Complexities
Turn

v=0
o=- 5691129608425811453 2 IN IP4 127.0.0.1
s=-
t=0 0
a=group:BUNDLE audio video
a=msid-semantic: WMS JDwNJMrmZNj84gYNg424N5P6GMcWpoEbWPfH
m=audio 1 RTP/SAVPF 111 103 104 0 8 106 105 13 126
c=IN IP4 0.0.0.0
a=rtcp:1 IN IP4 0.0.0.0
a=ice-ufrag:pPY+v+oGYv+DIP6g
a=ice-pwd:90JfdXYZMUTgh8rb+3kkwWle
a=ice-options:google-ice
a=fingerprint:sha-256 CC:19:F4:33:DE:02:DB:46:AC:4F:CE:9F:44:E4:57:77:D9:83:99:09:C5:AC:EA:CA:3C:6E:E5:46:34:82:60:5A
a=setup:actpass
a=mid:audio
a=extmap:1 urn:ietf:params:rtp-hdrext:ssrc-audio-level
a=extmap:3 http://www.webrtc.org/experiments/rtp-hdrext/abs-send-time
a=sendrecv
a=rtcp-mux
a=rtpmap:111 opus/48000/2
a=fmtp:111 minptime=10
a=rtpmap:103 ISAC/16000
a=rtpmap:104 ISAC/32000
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:106 CN/32000
ICE|STUN|TURN|
Trickle ICE|SDP munging

ICE

STUN

TURN

Audio|Video|
Data|Screenshare

HD

Uses Web Tooling
Designed For the Web

What
WebRTC Isn’t

Replacement for
telephony

Signalling!

DISCOVERABILITY
A B C D

Authentication

Mobile!

However… SDKs

It’s like Building Lego!

Huge Backing

Google

Mozilla

Amazon

Tokbox

Acision

&yet

Twilio

Respoke

+∞

WebRTC in customer
service today

Amazon MayDay

75% of Queries FROM
Fire HDX USERS come
from MayDAY

ZendesK

Google helpouts

Intelligent
Customer Service

webRTC Customer
Service Summit
!
Vegas

Increased revenues

Lower cost

cost centre

Better interaction
Cost Less
faster interactions

better context

Shave a second off
every Call
!
How Much saved
per year?

Video enablE your
Contact Centre

Customer Privacy
One Way Video/Audio

revenue generator?
Or
Just Reduce Cost?

Less High Cost
Component Infrastructure

better customer
relationship

Remote Working

Metrics!

better customer
service WITH
WebRTC

Speech to text

Instant Session Recording

support Direct
from the browser

New Devices,
New Possibilities

User Tracing
!
No Expensive
Infrastructure

IVR Hell

Upgrade the Call Media as
the situation needs

Near Instant &
Simple Screensharing
Maybe…

TIGHT Integration
Into Your CRM

You all know it’s about
differentiation!

Happy customers
SPEND more!

But None of
this is NEw

The Peer to Peer &
No Plugins bit Is!

What Does Peer to
Peer mean to you?

LESS Infrastructure
Less Complexity
Cheaper solutions

EXAMPLES
You Say?!

SCRAP Your Phone System

OK, That’s a
little extreme…
!
But Do-able RIGHT NOW

Enabling in-app calling to
concierge|hotel|host

Enabling in-room calling
to concierge via IN-ROOM TV

Remove Security
Barriers

Thanks!
Questions?
@dan_jenkins