This presentation was given at this years IBM InterConnect conference under the title: Amaze Your Customers with Liberty Real-Time Communications. The abstract for this session was: The new real-time communications feature in the IBM WebSphere Liberty profile is not your parents' communications platform. Designed from the ground up to appeal to the modern web development community, Liberty can now host some truly amazing real-time applications. If you're interested in WebRTC, Javascript/AngularJS, MQTT/IoT and Node-Red, come see how the new Liberty real-time communications feature can help improve customer satisfaction and create engaging social applications at internet speed. In this session, you'll see several live examples of how this new Liberty feature can quickly transform a web application into a portal for engaging customers and employees in real-time. These demos will also show how the new features work in the context of BlueMix.
This presentation consisted mainly of a bunch of demos so without that context it may not be easy to follow but it does include a link at the end to the WebSphere Liberty WebRTC landing page (www.wasdev.net/webrtc).
2. The Real-Time Communications Revolution
What if real-time communications was born on the web?
• Would there be more opportunity for innovation?
• Would there be telephone numbers?
• Would there be complex contact center menus?
1
Pleased to
meet you!
With WebRTC we’re about to find out!
3. 2
• Team rooms
• Gaming
• Helpdesk
• eLearning
• eHealthcare
• eAuctions
• Remote consultation
• Surveillance applications
• Webinars
• Video mailboxes
• Media broadcasting
• IoT device integration
• And the list goes on…
With WebRTC there are many possibilities…
4. Your business is under a microscope
3
Failure to respond rapidly to
customer issues leads to poor
social media reviews and
missed opportunities.
5. Low effort interactions drive loyalty
4
Customer loyalty correlates directly to the
amount of effort a customer experiences
when interacting with support services.
Contact Center: Loyalty Vs. Satisfaction
0%
20%
40%
60%
80%
100%
Low Effort HighEffort
Loyalty
0%
5%
10%
15%
20%
25%
30%
Satisfied-
Planto
Leave
Not
Satisfied -
Planto Stay
Satisfaction
CorporateExecutive Board, 2008
Source: WebRTC Strategies: Interaction Experience 2.0
6. A typical web engagement…
5
Customer goes to a web
site to research a product,
use a service, etc.
A question requiring a
support engagement
comes up.
Customer leaves web site
to contact support agent
via telephone (if they can
find a phone # to call).
Frustration ensues…
1
2
3
4
7. A better web engagement…
6
A question requiring a
support engagement
comes up.
Customer clicks a help
button located on the
page being viewed.
Customer is connected
directly to an agent with
the proper skill and
context to quickly answer
the question…
Help!
2
3
4
Customer goes to a web
site to research a product,
use a service, etc.
1
8. WebSphere Liberty Healthcare Demo
7
WebSphere Liberty
Call Queue
Rtcomm-1.0 Feature
https://github.com/WASdev/sample.rtcomm.healthcare
9. Healthcare Demo Components
HTML5 (WebRTC)
Bootstrap jQuery AngularJS
Rtcomm.js angular-rtcomm
Paho MQTT
Open Source
Components
Web Browser
WebSphere Liberty (beta)
Call Queue
Rtcomm-1.0 Feature
Built with WebSphere
Liberty and open source
JavaScript components
10. WebSphere Liberty Rtcomm-1.0 Feature
• Real-Time Communications engine for the Internet
• No knowledge of Telecom protocols required
• Requires no backend programming
• Designed for web developers
• Enabled through open source
https://developer.ibm.com/wasdev/downloads/liberty-profile-beta/
WebSphere Liberty
rtcomm-1.0 Feature
11. WebSphere Liberty Rtcomm Engine
MQTT
Embedded
MQTT
Broker
Transport (TCP, UDP, WebSockets)
rtcomm-1.0 Feature
Rtcomm
Services
Rtcomm
Services
Rtcomm
Services
Rtcomm services provide backend capabilities like call queueing.
SIP
Servlets
(JSR 289)
Now
Available in
Liberty
Beta!
14. WebRTC: real-time communications with no plugins!
Paho MQTT: MQTT client for signaling and much more!
rtcomm.js: hides call signaling and WebRTC complexities!
angular-rtcomm.js: pre-built UI widgets for rapid development!
3rd Party JavaScript Compatible: jQuery, Bootstrap, AngularJS!
Real-Time Communications at Internet Speed
16. rtcomm.js – JavaScript client for Rtcomm
• Raw JavaScript library for Real-Time Communications
• WebRTC + Signaling + Presence = rtcomm.js
• Supports chat, queues, and presence
• Includes sample video chat application
• Foundation for advanced app development
bower install rtcomm
https://github.com/WASdev/lib.rtcomm.clientjs
17. Zero-to-WebRTC in less than 5 minutes
The 5 minute challenge: Go from a fresh install of Liberty
to a working WebRTC demo in less than 5 minutes!
1. Setup a new Liberty server with Rtcomm.
2. Setup and build WAR with the Rtcomm videoClient.
3. Run the demo.
http://www.websphereusergroup.org/go/article/view/265963/zero-
to-webrtc_with_the_websphere_liberty_profile
19. Designed for enterprise applications
Modern JavaScript framework integration
Cloud-ready via BlueMix
Massively scalable
Standard protocol compatibility
Customizable via open source
20. lib.angular-rtcomm – Rtcomm for AngularJS
• AngularJS module
• UI elements for rapid client app integration
• Ready for modern web application development
https://github.com/WASdev/lib.angular-rtcomm
bower install angular-rtcomm
21. angular-rtcomm.js UI elements
Rtcomm AngularJS Directives
• <rtcomm-register>
• <rtcomm-queues>
• <rtcomm-presence>
• <rtcomm-endpoint>
• <rtcomm-chat>
• <rtcomm-video>
• <rtcomm-endpointctrl>
• <rtcomm-sessionmgr>
Rtcomm AngularJS Controllers
• RtcommConfigController
• RtcommAlertModalController
• RtcommCallModalController
angular-rtcomm templates easy to
customize and extend.
angular-rtcomm CSS also available
for customization.
22. Enterprise Social Media Demo
• Distributed employees need real-time communications.
• Integrating video communications into an existing Angular
application is simple with Liberty Rtcomm.
• Here’s how…
24. Rtcomm: Real-Time Communications for IoT
Why align Rtcomm with the IoT space?
• The potential to integrate with billions of devices!!
• Sensors, mobile, surveillance cameras, cars…
Why build Rtcomm on top of MQTT?
• Designed for massive scalability
• Secure and extremely lightweight
• Flexible deployment topologies
• Great for low powered devices (e.g. mobile)
25. Liberty Embedded MQTT
• Rtcomm includes an embedded MQTT Message Broker
• Beta supports WebSockets and TCP
• Supports MQTT 3.1
• Enabled via Rtcomm
MQTT
Embedded
MQTT
Broker
Paho Client
Rtcomm
Service
rtcomm-1.0
wsoc-1.1 TCP
26. Rtcomm and Node-RED
Node-RED:
• A visual tool for wiring the Internet of Things like:
• MQTT enabled devices, MongoDB, Twitter, and much more!
Rtcomm Node-RED Nodes
• Third-Party Call Control
• Event monitoring
https://github.com/WASdev/lib.rtcomm.node
https://github.com/WASdev/lib.rtcomm.node-red
npm install node-red-contrib-rtcomm
npm install rtcomm
27. WebSphere Liberty Rtcomm and BlueMix
• Liberty and Node-RED are both available on BlueMix
• The Liberty beta rtcomm-1.0 feature is on BlueMix today
• To get started go here:
• www.bluemix.net
• Liberty betas on BlueMix go here:
• https://www.ng.bluemix.net/docs/#starters/liberty/index.html#libertybeta
28. Rtcomm Third-Party Call Control Demo
Simulated temperature sensor triggers an A/V call
• https://developer.ibm.com/wasdev/blog/2014/06/25/webrtc-internet-things-liberty-profile/
• https://www.youtube.com/watch?v=svap8p2XBBw
WebSphere Liberty
Rtcomm-1.0 Feature
3PCC
service
1
2
3
30. In summary…
Rtcomm: A real-time communications engine for the web
Designed for internet speed JavaScript development
Customized through open source repositories
In a single day you can have a WebRTC prototype running!
Why not give it a shot when you get home?
www.wasdev.net
www.wasdev.net/webRTC
32. Notices and Disclaimers (con’t)
Information concerning non-IBM products was obtained from the suppliers of those products, their published
announcements or other publicly available sources. IBM has not tested those products in connection with this
publication and cannot confirm the accuracy of performance, compatibility or any other claims related to non-IBM
products. Questions on the capabilities of non-IBM products should be addressed to the suppliers of those products.
IBM does not warrant the quality of any third-party products, or the ability of any such third-party products to
interoperate with IBM’s products. IBM EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESSED OR IMPLIED,
INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A
PARTICULAR PURPOSE.
The provision of the information contained herein is not intended to, and does not, grant any right or license under any
IBM patents, copyrights, trademarks or other intellectual property right.
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Management System™, Global Business Services ®, Global Technology Services ®, Information on Demand,
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pureScale®, PureSystems®, QRadar®, Rational®, Rhapsody®, SoDA, SPSS, StoredIQ, Tivoli®, Trusteer®,
urban{code}®, Watson, WebSphere®, Worklight®, X-Force® and System z® Z/OS, are trademarks of
International Business Machines Corporation, registered in many jurisdictions worldwide. Other product and
service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on
the Web at "Copyright and trademark information" at: www.ibm.com/legal/copytrade.shtml.
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