Building 21st Century Contact Centre Applications

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The document discusses building modern contact center applications using web technologies. It argues that most contact centers are outdated and use technologies like Asterisk that are difficult to maintain and evolve. The author advocates moving contact centers to web technologies like HTTP, REST, WebRTC, and microservices for better scalability, distributed computing power, and faster development. Specific technologies mentioned include Asterisk as a media engine, ARI, Respoke, and IBM Bluemix. The document provides an example architecture using SIP, ISDN, ARI, Respoke, and WebRTC connected through HTTP and websockets. It also discusses using web APIs and services for features like speech to text, sentiment analysis, and more. The author invites the reader to contact him

Technology

Nimble Ape Ltd
@nimbleapeltd
Dan Jenkins
@dan_jenkins
Building 21st Century
Contact Centre
Applications
astricon2015.sched.org

Nimble Ape Ltd
@nimbleapeltd
Dan Jenkins
@dan_jenkins
Building 21st Century
Contact Centre
Applications

Nimble Ape Ltd
@nimbleapeltd
Dan Jenkins
@dan_jenkins
Building Business
Speciﬁc Contact Centres
with Web Technologies

Node.js & WebRTC Developer
Love Lego & Technic
General Geek
Founder of Nimble Ape Ltd
❤ open source

Nimble Ape
nimblea.pe
dan@nimblea.pe
@nimbleapeltd

Building 21st Century
Contact Centre
Applications

Building 21st Century
Contact Centre
Applications Building
Business Speciﬁc
Contact Centres
with Web Technologies

Building
Business Speciﬁc
Contact Centres
with Web Technologies

Most Contact Centres
are technologically dead.

Asterisk based
Contact Centres are brittle.

STOP BUILDING YOUR
CONTACT CENTRE ON
DIALPAN

STOP BUILDING YOUR
CONTACT CENTRE ON
FREEPBX

STOP BUILDING YOUR
CONTACT CENTRE ON
ELASTIX

STOP BUILDING YOUR
CONTACT CENTRE ON
<INSERT DISTRO>

The future of the Contact
Centre is the Web

SIP ISDN
WebRTC
Respoke
HTTP
/
Websocket
ARI

Speech to
Text
Welcome to Astricon
Your contact centre deserves better.
Your customers deserve better.

Speech to
Text
£0.0121 Per Minute
1.21p Per Minute

Speech to
Text
English (US), Mandarin,
Portuguese (Brazil), Spanish

Sentiment
Analysis
English, French, German,
Italian, Portuguese, Spanish
Russian

Like what you see?
Nimble Ape can help you
dan@nimblea.pe

Thanks!
@dan_jenkins
@nimbleapeltd
dan@nimblea.peQuestions?

This presentation was used in the context of a FI-WARE webminar for introducing Kurento. Kurento is a framework for building multimedia and streaming applications based on predefined blocks. Send and receive median through RTP, WebRTC, HTTP and RTSP. Use processing for making face detection, plate recognition or object tracking. Use augmented reality, group communications or media mixing and blending among others. During the webminar, we used Kurento APIs for showing how to create media applications for videoconferencing or video streaming in a simple and seamless manner. We also demonstrated how these applications can be enriched with Kurento's advanced processing capabilities.

The future of multimedia communications and services: Kurento and it's role

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This is a presentation specifically created for the GSMA interest group on WebRTC. This presentations introduces Kurento from the perspective of operators. Kurento is a multimedia development framework. It has been created to ease the life of multimedia application developers. Using multimedia capabilities such as embedding a video onto your app or establishing a video conferencing link between two clients may be tricky, but there is no rocket science there. However, for applications requiring more advanced features things quickly get unmanageable. If you have been involved in multimedia projects, you probably know that features such as interoperable group communications, different communication roles (e. g.. publishers/viewers), video transforming and transcoding, video storage and tagging, integration into legacy video/voice infrastructures, computer vision, augmented reality, integration with external systems and databases and many others, pose quite a complex challenge, which usually requires huge expertise and effort. Specially when real-time communications are involved. If this is your case, Kurento will help you.

In this presentation we introduce Nubomedia (http://www.nubomedia.eu), the first open source PaaS platform capable of acting as an “infinite media server”. Most state-of-the-art media servers just provide three types of capabilities: transcoding, group communications and recording. Nubomedia is a research effort funded by the European Commission which, in addition to these, provides flexible media processing features including computer vision, augmented reality, media blending, media filtering and much more. In a world where plain communications are becoming a commodity, business models based on “just calls” are not really profitable. For this reason, these advanced media processing mechanisms open new opportunities given that they might provide differentiation and added value to applications in many specific verticals including e-Health, e-Learning, security, entertainment, games, advertising or CRMs just to cite a few.

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In the past two or three years the consumer market has seen the idea of the Internet of Things (IoT) go from a prediction to reality. The first wave of IoT products was largely fueled by the parallel innovation of crowdfunding, which allowed makers and early stage ideas to get off the ground without traditional funding sources. Many feel that the promised innovations from IoT have not yet been realized. Almost weekly another crowdfunded startup announces it’s closing its doors without ever shipping a product. Products that do ship often offer a poor user experience and are notoriously buggy and insecure. In fact, a recent article—Why Is My Smart Home So {omission} Dumb?—expresses many consumers’ opinions about IoT devices. Drawing on his personal experiences as a founder of the IoT company Emberlight, Kevin Rohling discusses the challenges he has encountered—from security and manufacturing to UX design for an IoT product. He will make comparisons to his past experiences with mobile and web products focusing on what he sees as IoT’s unsolved problems, such as monitoring and firmware management. Join Kevin as he looks forward at the forces that are shaping the next wave of IoT products—speech interfaces, new wireless standards—and the consolidation of IoT platforms.

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The moment we start creating a website, we’re setting ourselves up for failure later. Bad code creates middle of the night fire drills. Lack of thinking about accessibility gets our employer sued. Not thinking ahead on mobile generates rework. We accept this as the normal course of business – but is there any way we could prevent (or lower) this cost? Is there anything we can learn from the building codes that dictate how our built environment is constructed? We will talk about the lessons of building codes and what we can do today to build more robust web applications and sites, including: - The need for design patterns in websites - The need for patterns in user stories so that we build websites consistently - Baking accessibility into websites comes from putting accessibility into user stories - Planning a web application is different from planning a building, but it does share similar aspects of work - The better we can becoming at creating best practices (building codes) the better we will get at building sites, and the closer we will come to Berners-Lee’s “one web for all” dream Presented at MinneWebCon 2015.

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