Many consumer-oriented services are changing expectations about confernecing
Current systems seem primitive from a UI perspective, but on the back-end they are extremely sophisticatedMost contact center providers do not have the option of rebuilding all this infrastructure from scratch just to take advantage of WebRTCBack-end Contact center requirements mostly stay the same
Leverage a web-oriented back-end.Integration with web services for click-to-call-back helps to evolve infrastructure to support direct WebRTC callingNot new to WebRTC, but accelerated by it as WebRTC creates more CC appsMaybe some dataChannel use in the future to help lower web->contact center latencies
Faster time to customer delight = repeat customers; more salesFaster resolution time = lower costs
WebRTC – helps minimize IT costsOk today since IT can mandate which browser agents useVideo – not for every transaction; high-value customers
Latin American Call centerMove to video kiosks Target: high value international travelers & touristsPhase II: Expand to tablets/mobileBusiness model: leverage existing agents & infrastructure; expand presence for more revenue
One of the biggest challenges with WebRTC as a peer-to-peer oriented service is how to support multiple partiesThese examples show video, but the same issues exist in audio too
In most WebRTC design is additional bi-directional stream is added for each party.Each end-point must fully encode and decode the stream for each party.
This clearly does not scale, especially for mobile devices with limited processing power, battery, and bandwidth.
The better approach is to centralize and mix all the media in an MCU and send a single or subset of streams to the each device.
This approach also allows optimization for different devices and changing conditions,The media server can adapt the stream for each end point’s unique capabilities
One of the largest challenge areas for WebRTC is mobileMobile devices – phones and tablets – can have large variances in screen sizes and camera support. Sending an HA video stream is excessive for a low resolution display.Most smart mobile devices on the market today have hardware acceleration for H.264 – extremely few have this for VP8, the predominate WebRTC codec in browsers today.Video encoding/decoding without hardware accelerate consumes significant processing powerHigh processing power = high battery drain
Lastly, since few contact centers have the luxury of starting from scratch, robust support for existing media server interfaces is critical for minimizing integration time and costs.However, more web-oriented interfaces are important for customization and adding future capabilities.