The document discusses building the best customer experience for contact centers. It argues that most contact centers are outdated and stuck on old Asterisk technology. It advocates moving contact centers to web technologies like HTTP, REST, APIs, and WebRTC for better scalability, more developers, and faster updates. WebRTC allows integrating speech to text, sentiment analysis, face detection and other features to gain insights from calls. The author offers to help build custom contact center solutions using these modern web technologies.

1. Building the Best Experience
for Your Customers and Your
Business
Dan Jenkins | @dan_jenkins
Build your own Contact Centre

2. Dan Jenkins
@dan_jenkins

3. Me
CEO | Founder | Director Nimble Ape Ltd
Node.js & WebRTC Developer
Spoken at Astricon 4x
❤ Open Source Technology

5. danjenkins @dan_jenkins

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

7. Node.js
Consulting

8. Microservices
Consulting

9. IoT
Consulting

10. WebRTC Consulting

11. Contact Centre
Specialists

12. Building the Best Experience
for Your Customers and Your
Business

13. What’s the Problem?

14. Customer Service is more
vital than ever before.

15. Customers demand
better service

16. Customers demand highly
unique and personal
experiences

17. More customers
want to chat first.

18. More customers
demand better service

19. If they don't get it, they'll
run to another provider

20. WARNING!
BOLD statement imminent

21. Most Contact Centres are
technologically dead

22. They’re scared of evolving

23. They’re slow to change

24. Changes are feared

25. Asterisk based Contact
Centres were historically
brittle

26. Asterisk is DEAD

27. Long Live SuperHero Asterisk

28. Long Live Web Technologies

29. Stop building your Contact Centre
on old technology

30. Your business deserves better

31. Your customers deserve better

32. Your agents deserve better

33. And finally, you deserve better

34. Web Technologies

35. HTTP(S)

36. REST

37. Scalable

38. APIs

39. WebRTC

40. Developers
More Web Developers than C developers
More Web Developers than Sysadmins
More Web Developers than people who understand Dialplan

41. Browsers
Fast Update Cycle
Some of the biggest players developing them for you

42. Browsers
[WebRTC]

43. Fast Paced
Development

44. Distributed Computing
Power

45. Test Driven
Development

46. Contact Centres
need the Web

47. The future of the
Contact Centre is the
Web

48. Get Onboard

49. And the time is now

50. How do we do this?

51. Adhearsion

52. ARI

53. Everything Mark said
yesterday

54. Asterisk as a
Media Engine

55. Everything Fred said
yesterday

56. Use the best tool for
the job

57. WebRTC

58. Microservices

59. Test Driven

60. 100% Code Coverage

61. HTTP APIs

62. IBM Bluemix

63. Cordova
Project Oxford

64. A custom Contact Centre
for your business

65. A custom Contact Centre
for your customers

66. Web Integrations

67. Bluemix

68. Speech to Text

69. £0.0121 Per Minute
1.21p Per Minute
2.42p Per Minute for Telephony
Speech to Text

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

71. Sentiment Analysis

72. Sentiment
Analysis

73. Sentiment
Analysis

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

75. Microsoft Cordova APIs

76. Speech APIs

77. Face Detection

78. Image Analysis

79. Once we have the text of a
call, we can do so much
with it

80. Is my customer
positive?

81. Is my customer
negative?

82. What keywords are
spoken repetitively?

83. Is my agent saying
the right things?

84. How can we help
our agent?

85. Custom

86. Customer meta data

87. Call meta data

88. Agent meta data

89. Ready to build
something awesome?

90. Thanks!
@dan_jenkins
@nimbleapeltd
dan@nimblea.pe