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Twilio Signal 2016 Real-time Communications Overview

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

Published in: Software
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Twilio Signal 2016 Real-time Communications Overview

  1. 1. a COMMUNICATING IN CONTEXT INTEGRATING CHAT, VOICE AND VIDEO INTO YOUR APPS
  2. 2. © 2009 - 2016 Twilio, Inc. All rights reserved.
  3. 3. © 2009 - 2016 Twilio, Inc. All rights reserved.
  4. 4. © 2009 - 2016 Twilio, Inc. All rights reserved.
  5. 5. © 2009 - 2016 Twilio, Inc. All rights reserved.
  6. 6. AL COOK | @CALOZPOM
  7. 7. AL COOK | @CALOZPOM EVERY APP IS A COMMUNICATIONS APP. Communications moving from standalone to contextual.
  8. 8. AL COOK | @CALOZPOM EVERY APP IS A COMMUNICATIONS APP. Communications moving from standalone to contextual.
  9. 9. © 2009 - 2016 Twilio, Inc. All rights reserved.
  10. 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. 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. 12. Ready Not Ready
  13. 13. © 2009 - 2015 Twilio, Inc. All rights reserved. IMPROVING THE CONSUMER’S EXPERIENCE
  14. 14. © 2009 - 2014 Twilio, Inc. All rights reserved.
  15. 15. AL COOK | @CALOZPOM A SUITE OF IP COMMUNICATIONS PRODUCTS TWILIO CLIENT NETWORK TRAVERSAL TWILIO VIDEO TASKROUTER IP MESSAGING SIP REGISTRATION NEW PRODUCT
  16. 16. AL COOK | @CALOZPOM TITLE TEXT DON’T EJECT YOUR USERS
  17. 17. DEMO OWL AIR
  18. 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. 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. 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. 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. 22. AL COOK | @CALOZPOM IN APP CHAT Users can message without leaving the app
  23. 23. ING
  24. 24. DEMO OWL FINANCE
  25. 25. STITCHING MULTIPLE CHANNELS TOGETHER TASKROUTER
  26. 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. 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. 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. 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. 30. AL COOK | @CALOZPOM A SUITE OF IP COMMUNICATIONS PRODUCTS TWILIO CLIENT NETWORK TRAVERSAL TWILIO VIDEO TASKROUTER IP MESSAGING NEW PRODUCT SIP REGISTRATION
  31. 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. 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. 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. 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. 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. 36. YOUR NAME | TWITTER
  37. 37. JUST LIKE SEARCH IS BECOMING INTEGRATED EVERYWHERE
  38. 38. COMMUNICATIONS IS BECOMING INTEGRATED EVERYWHERE
  39. 39. JUST LIKE “GOING ONLINE” IS NO LONGER A THING...
  40. 40. IT’S NOT ABOUT COMMUNICATION BEING A FEATURE OF SOFTWARE
  41. 41. IT’S WHAT YOU CAN DO WHEN COMMUNICATION IS THE USER INTERFACE ?

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