Ok, the demo works. Now how do you build a reliable WebRTC service that scales? Amitha will talk about techniques for ensuring reliability when dealing with WebRTC media and how to architect scalable infrastructure from day 1. Amitha Pulijala - Oracle

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ps & Tricks for Optimizing the
ustomer Experience (CX) with
WebRTC
itha Pulijala
cle Communications

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s·tom·er ex·pe·ri·ence
e sum of all experiences a consumer has with a supplier of goods
services, over the duration of their relationship with that supplier

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hat do Customers Expect from Great Experiences?
CONSISTENT VIDEO & VOICE
CONNECTED INTERACTIONS
PERSONALIZED JOURNEY
EFFICIENT SERVICE
REWARDING RELATIONSHIP

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day’s Customer Journeys are Complex
Multiple Devic
Multiple Netwo
Multiple Chann

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oken Journeys Drive Customers Away

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CX Tip 1: Enable Seamless Journeys

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ession Connectivity and Reliability
ustomers expect a seamless experience across
“Web” style Browser reloads
“Web” style “Back Button” navigation
Native app crashes
IP network connectivity changes (WiFi <-> 4G)
Device Handoffs
Server-side failures
his can be solved using the concept of Session
ehydration
Ability to keep the session alive when connectivity is
interrupted and recreate it as soon as the connectivity is re-
established

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ession Rehydration
the event that the local app state is reinitialized,
ther due to a user reload of the page, or a decision
thin the app to reload itself it is possible to keep an
xisting session alive, via a process called "rehydration“
spired by the approach described in IETF rtcweb-
ep-03 draft
pon reconnect, resurrect the session (voice, video,
ata Channel)
Client Information (sessionId etc) is stored in LocalStorage
Completely reliable signaling protocol
WebSocket connection is kept for a short time and the message
resynchronization happens when clients is reconnected
Restart ICE procedures, send new SDP

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ynamic Media Peering
ast call set up times impact the customer experience
ebRTC call set up procedure takes a considerable amount
time to establish a session
Gather Candidates, Prioritize, Exchange with remote party
Connectivity Checks
his can be solved by
Dynamic Media Peering
• Prioritize the candidates that are most likely to work first (“relay” or “TURN”
candidates)
• Establish the connection
• Try in parallel whether the parties can communicate directly
• If they can, then the media switches to a direct channel seamlessly
Trickle ICE
• Alternately, trickle ICE reduces the time necessary for ICE processing to complete
Connecting…

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X Tip 2: Identify and Solve Weak Poin

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on’t Be Afraid To Take a Step Back!
atchy videos and mid call-drops impair Customer
xperience
he solution for this is:
Use webrtc-stats API to measure
• Jitter
• Packets Lost
• Bandwidth
RTCP feedback mechanisms, CPU/Frame Rate, Battery!
Fall back to Low Resolution Video -> Audio depending on the
bandwidth, packet loss
Network options, handoffs WiFi -> LTE-> 3G
Encode the same video stream twice in different resolutions and
bitrates – Simulcast!

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he World is a chatty place!
ustomers expect to stay “engaged” when they wander away
om the app without draining device resources – battery power
his can be solved by:
Optimizing the WebSocket connections with Push Notifications
• Hibernation of the session during periods of inactivity
• Session rehydration upon wake up/ call resume
Mobile Push Notification Gateway
• Manages connectivity to APNS, GCM; registers and activates multiple apps
• Supports templates
• Delivers push notifications to iOS and Android
Chrome Push Notifications – Service Worker, W3C API
• On desktop and mobile browsers

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ephant in the Room
teroperability is the “Key” to success in the enterprise
pplications
0% of the Oracle’s Enterprise Customers run their
esktop applications on Internet Explorer
ow to solve IE stop gap on desktop?
Plug-ins for multiple versions of IE
Microsoft Edge – getUserMedia Support
ow about Safari?
Stop gap hedged by native WebRTC support

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obile…is different!
ustomers do not like if their video calls quickly
ain the battery on their device
ardware acceleration on mobile
Video coding with dedicated hardware allows for better
video performance as well as significant battery savings
Stopgap - Fallback to H.264 where VP8 is not supported by
the native chip sets
VP9, Daala, Thor - the war never ends!

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Thank You!