How to integrate chat, voice and video into your apps Moving from standalone to contextual communications

1. a
COMMUNICATING IN CONTEXT
INTEGRATING CHAT, VOICE AND VIDEO INTO YOUR APPS

2. © 2009 - 2016 Twilio, Inc. All rights reserved.

3. © 2009 - 2016 Twilio, Inc. All rights reserved.

4. © 2009 - 2016 Twilio, Inc. All rights reserved.

5. © 2009 - 2016 Twilio, Inc. All rights reserved.

6. AL COOK | @CALOZPOM

7. AL COOK | @CALOZPOM
EVERY APP IS A
COMMUNICATIONS
APP.
Communications moving
from standalone to
contextual.

8. AL COOK | @CALOZPOM
EVERY APP IS A
COMMUNICATIONS
APP.
Communications moving
from standalone to
contextual.

9. © 2009 - 2016 Twilio, Inc. All rights reserved.

10. AL COOK | @CALOZPOM
THE PATH TO GET THERE
END CALL
John Smith
Wallace Grommit
SOFTWARE ENGINEER
ACCT MNGR
8 mo
CONTRACT
California, USA
LOCATION
@jsmith2
Looking forward
to this new #twilio
product realse.
CREDIT LIMIT
THE BUSINESS SIDE
interactive mode
THE CONSUMER SIDE

11. AL COOK | @CALOZPOM
TWILIO CLIENT
WebRTC SDK for JS, iOS and Android
Use when you need to connect VoIP on one side to PSTN or SIP
Exposed through SDK, controlled by TwiML and REST.
Works with <Conference> <Record>

12. Ready Not Ready

13. © 2009 - 2015 Twilio, Inc. All rights reserved.
IMPROVING THE CONSUMER’S EXPERIENCE

14. © 2009 - 2014 Twilio, Inc. All rights reserved.

15. AL COOK | @CALOZPOM
A SUITE OF IP COMMUNICATIONS PRODUCTS
TWILIO CLIENT
NETWORK
TRAVERSAL
TWILIO
VIDEO
TASKROUTER
IP MESSAGING
SIP
REGISTRATION
NEW
PRODUCT

16. AL COOK | @CALOZPOM
TITLE TEXT
DON’T EJECT YOUR USERS

17. DEMO
OWL AIR

18. AL COOK | @CALOZPOM
TWILIO VIDEO
WebRTC SDK for JS, iOS and Android
Use for voice and video calls where all ends are SDKs
Exposed through SDK and controlled through SDK
No integration today with <Conference> <Record>

19. AL COOK | @CALOZPOM
NETWORK TRAVERSAL
Used from Twilio Video, but can also be used as standalone service
Provides the STUN lookups needed to negotiate peer to peer
Provides TURN relay to get around restrictive firewalls (symmetric NAT,
port restrictions)

20. AL COOK | @CALOZPOMPHOTO CREDIT: GILLES LAMBERT VIA
It’s 2016 and you still can’t message a
business like you would a friend. Let’s
fix that.
- Ben Eidelson

21. AL COOK | @CALOZPOM
IP MESSAGING
Multi-party chat capabilities for iOS, Android and JS with history and
state sync’d across multiple devices
Chat specific convenience functions like typing indicators, read state,
push notifications
Can transmit rich multimedia content or user defined JSON objects for
embedding contextual data

22. AL COOK | @CALOZPOM
IN APP CHAT
Users can message without leaving the app

23. ING

24. DEMO
OWL FINANCE

25. STITCHING MULTIPLE
CHANNELS TOGETHER
TASKROUTER

26. TASKROUTER GIVES OMNICHANNEL ROUTING
AL COOK | @CALOZPOM
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
TWILIO
YOUR APP SERVER

27. AL COOK | @CALOZPOM
STITCHING IT ALL TOGETHER WITH CONTEXT
ROUTING CONTEXT PRESENTATION CONTEXT INTERACTION CONTEXT
Username
GPS Location
Text
Language
Device Capabilities
Skills Required to Handle
Name
Account History
Reason for call
Customer Journey up to now
Starting Video Feed
Drawing on Video
Data Input
Signing
Select between options
Image Share

28. AL COOK | @CALOZPOM
TRANSFERRING THAT CONTEXT
ROUTING CONTEXT PRESENTATION CONTEXT INTERACTION CONTEXT
Username
GPS Location
Text
Language
Device Capabilities
Skills Required to Handle
Name
Account History
Reason for call
Drawing on Video
Data Input
Signing
Select between options
Image Share
TASKROUTER
DATA STRUCTURE
e.g. IP Messaging
or Firebase

29. USING TASKROUTER ACROSS THE CHANNELS
AL COOK | @CALOZPOM
Create a task
automatically in your
TwiML response to
the voice call
Create a task when
receiving webhook
For conversational
use cases, only if
no active task for
sender exists
Create a task
instead of initiating
video call.
Initiate video call
when task
assigned
Create a task at
same time as
creating channel.
When task
assigned, add
agent to channel.

30. AL COOK | @CALOZPOM
A SUITE OF IP COMMUNICATIONS PRODUCTS
TWILIO CLIENT
NETWORK
TRAVERSAL
TWILIO
VIDEO
TASKROUTER
IP MESSAGING
NEW
PRODUCT
SIP
REGISTRATION

31. AL COOK | @CALOZPOM
TWILIO CLIENT
GENDER-MASKING INTERVIEWS
ALINE LERNER (INTERVIEWING.IO)
TUESDAY 6PM
IN-APP COMMUNICATIONS
DANE GARDNER (PORCH)
WEDNESDAY 4.15PM
CROWDSOURCED CONTEXTUAL
COMMS
DARYN NAKHUDA (SPARE5)
WEDNESDAY 5.25PM

32. AL COOK | @CALOZPOM
TWILIO VIDEO
WEBRTC ON MOBILE
CHRIS EAGLESTON (TWILIO)
WEDNESDAY 1.10PM
IOS CAPTURING & RENDERING
CHRIS EAGLESTON (TWILIO)
WEDNESDAY 2PM
EMOTIONALLY AWARE VIDEO
EVAN CUMMACK (TWILIO)
WEDNESDAY 11.50AM

33. AL COOK | @CALOZPOM
IP MESSAGING
ADD CHAT TO IOS APPS
RANDY BEITER (TWILIO)
WEDNESDAY 3.40PM
ADD ENCRYPTION TO CHAT
DMITRY DAIN (VIRGIL SECURITY)
WEDNESDAY 4.15PM
HOW TWILIO USES TWILIO
BILLY CHIA (TWILIO)
WEDNESDAY 11.30AM

34. AL COOK | @CALOZPOM
NEW PRODUCTS
NEW PRODUCT
VIKTOR MULLER (TWILIO)
WEDNESDAY 2.35PM
NEW TWILIO SIP FEATURES
ANNIE BENITEZ PELAEZ (TWILIO)
TUESDAY 3.40PM

35. AL COOK | @CALOZPOM
TASKROUTER
TASKROUTER AND AWS LAMBDA
DAVID ROBERTS (ELOCAL)
TUESDAY 1.20PM
HOW TWILIO USES TWILIO
BILLY CHIA (TWILIO
WEDNESDAY 11.30AM
OMNI-CHANNEL ROUTING BOTS
AL COOK (TWILIO)
WEDNESDAY 2PM
BUILDING A CONTACT CENTER
AMEER BADRI (TWILIO)
WEDNESDAY 4.50PM

36. YOUR NAME | TWITTER

37. JUST LIKE SEARCH IS BECOMING INTEGRATED
EVERYWHERE

38. COMMUNICATIONS IS BECOMING INTEGRATED
EVERYWHERE

39. JUST LIKE “GOING ONLINE” IS NO LONGER A THING...

40. IT’S NOT ABOUT COMMUNICATION BEING A FEATURE OF
SOFTWARE

41. IT’S WHAT YOU CAN DO WHEN COMMUNICATION IS THE USER
INTERFACE
?